PeopleCert Exam ITIL-DSV Topic 5 Question 18 Discussion

Actual exam question for PeopleCert's ITIL-DSV exam

Question #: 18
Topic #: 5

[All ITIL-DSV Questions]

An organization is negotiating and agreeing the service levels for a social media site.

Which is an example of a measure of utility that should be included in the service level agreement?

AThe number of network failures per day

BThe number of photo formats supported for upload

CThe time taken to detect and report security breaches

DThe time taken for social media pages to refresh

Show Suggested Answer

Suggested Answer: A

The organization should 'Start by reviewing organizational policies for sourcing services, then identify the most important criteria for selecting a service provider, and use a 'decision matrix' to compare service providers.' ITIL 4 advises that when deciding whether to source a service internally or externally, it is crucial to consider organizational policies, identify key criteria for selection, and use a structured approach like a decision matrix to make an informed choice.

by Evette at Feb 07, 2025, 11:33 AM

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8 days ago

The time taken to detect and report security breaches seems like the most relevant measure of utility for a social media site. It's crucial to quickly identify and address any security issues.

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