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ref: https://www.bmc.com/blogs/itil-service-level-management/
In order to be aligned to customer outcomes and expectations, SLM requires focus and effort to engage and listen to the requirements, issues, concerns, and daily needs of customers:
5.2.15.1 Service level agreements:
Service level management requires focus and effort to engage and listen to the requirements, issues, concerns, and daily needs of customers.
B. Service desk
The service desk practice in ITIL v4 is essentially the communication center or the single point of contact between the service provider and the users. A key role of the service desk is to focus and effort on engaging and listening to the requirements, issues, concerns, and daily needs of customers or users. They handle a variety of inquiries, ranging from service requests, incidents, and general queries, ensuring that users receive the necessary support and guidance. The service desk fosters customer engagement and satisfaction by facilitating quick resolutions to their issues and providing information or assistance as required.
B. Service desk
The service desk is a crucial point of contact between IT service providers and customers or users. It is responsible for handling service requests, incident reporting, and addressing customer inquiries and concerns. Effective service desk operations require active engagement and attentive listening to ensure that customer needs and issues are properly understood and resolved. This practice plays a central role in providing quality customer service and support within IT service management.
See 5.2.15.1 under "the Watermelon SLA effect"
Service level management requires focus and effort to engage and listen to the requirements, issues, concerns, and daily needs of customers:
D is the right answer. ADMIN update the right answer please: Service level management requires focus and effort to engage and listen to the
requirements, issues, concerns, and daily needs of customers
Zwennie is correct, it's D https://www.bmc.com/blogs/itil-service-level-management
In order to be aligned to customer outcomes and expectations, SLM requires focus and effort to engage and listen to the requirements, issues, concerns, and daily needs of customers:
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Zwennie
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