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PeopleCert Exam ITIL-4-Foundation Topic 1 Question 101 Discussion

Actual exam question for PeopleCert's ITIL-4-Foundation exam
Question #: 101
Topic #: 1
[All ITIL-4-Foundation Questions]

Which is a key requirement for a successful service level agreement?

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Suggested Answer: A

The incident management practice aims to minimize the negative impact of incidents by restoring normal service operation as quickly as possible1.This practice involves logging, categorizing, prioritizing, investigating, resolving, and closing incidents2.The service desk practice provides a single point of contact for users and customers to report issues, make requests, or seek guidance1.This practice involves providing communication with users, capturing feedback, managing user satisfaction, and facilitating continual improvement3.Reference:ITIL Foundation - ITIL 4 Edition, page 14;ITIL 4 -- A Pocket Guide, page 32;ITIL 4 Practice Guide: Incident Management, page 7.


by Dominic at Dec 08, 2024, 11:55 AM

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Galen
1 months ago
I wonder if the service provider's lawyer wrote option A. That's a sure-fire way to confuse everyone.
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Gladys
3 days ago
B) I agree, legal language can be confusing
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Tequila
14 days ago
A) It should be simply written and easy to understand
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Gaynell
1 months ago
Operational metrics? Sounds like a surefire way to keep everyone on the same page. Simple and effective.
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Emmanuel
10 days ago
A) Agreed, it helps measure performance effectively
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Nathalie
14 days ago
D) It should relate to simple operational metrics
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Hannah
16 days ago
B) Exactly, that way there's no confusion
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Ruby
29 days ago
A) It should be simply written and easy to understand
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Aleshia
1 months ago
Option C? I'm pretty sure the customer's perspective matters a bit more than the provider's, don't you think?
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Titus
2 months ago
Option B is the clear winner here. Keeping things simple and easy to understand is key for a successful SLA.
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An
20 days ago
Definitely, it helps avoid any confusion and ensures both parties are on the same page.
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Gregg
27 days ago
I agree, having a simple and easy to understand SLA is crucial.
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Carmen
2 months ago
A legal-sounding SLA? Looks like the lawyers are taking over the IT world.
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Royal
2 months ago
But shouldn't it also relate to simple operational metrics to measure performance?
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Leah
2 months ago
I agree with Lawrence. If it's too complicated, it can lead to misunderstandings.
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Lawrence
2 months ago
I think the key requirement is for it to be simply written and easy to understand.
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