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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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Carmen
1 days ago
A legal-sounding SLA? Looks like the lawyers are taking over the IT world.
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Royal
3 days ago
But shouldn't it also relate to simple operational metrics to measure performance?
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Leah
8 days ago
I agree with Lawrence. If it's too complicated, it can lead to misunderstandings.
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Lawrence
15 days ago
I think the key requirement is for it to be simply written and easy to understand.
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