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PeopleCert Exam ITIL-4-Foundation Topic 4 Question 81 Discussion

Actual exam question for PeopleCert's ITIL-4-Foundation exam
Question #: 81
Topic #: 4
[All ITIL-4-Foundation Questions]

Which practice conducts reviews to validate that services are covering the needs of the customer?

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Suggested Answer: B

The purpose of the service level management practice is to set clear business-based targets for service performance, so that the delivery of a service can be properly assessed, monitored, and managed against these targets1.This practice conducts reviews to validate that services are covering the needs of the customer and to identify areas for improvement2.Reference:ITIL Foundation - ITIL 4 Edition, page 16;ITIL 4 -- A Pocket Guide, page 37;ITIL 4 Practice Guide: Service Level Management, page 7.


by Larae at Apr 14, 2024, 05:42 AM

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Melina
5 months ago
I see your point, but I think Service desk is more focused on resolving issues rather than validating needs
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Chandra
6 months ago
But could D) Service desk also be a valid option for this question?
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Pete
6 months ago
I agree with Service level management makes sense for validating customer needs
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Melina
6 months ago
I think the answer is B) Service level management
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Alyce
7 months ago
Haha, yeah, Service desk is definitely not the right answer here. They're more focused on incident management and responding to user requests, not validating service coverage.
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Nelida
7 months ago
Ooh, that's a good point. Change enablement could also be a contender. This question is really making me think. I just hope I don't accidentally choose the 'D) Service desk' option, that would be embarrassing!
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Rhea
7 months ago
I'm not so sure. What about Change enablement? They conduct reviews to make sure changes are aligned with customer requirements and don't introduce any disruptions.
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Bobbye
5 months ago
Yeah, Service level management is also important to ensure that agreed upon levels of service are being delivered.
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Loise
5 months ago
I agree. Monitoring and event management might help identify issues, but ultimately it's about meeting the customer's needs.
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Ozell
5 months ago
That makes sense. It's all about customer needs and ensuring services meet those needs.
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Brandee
6 months ago
Change enablement focuses more on making sure changes are aligned with customer requirements and don't introduce disruptions.
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Graham
6 months ago
D) Service desk
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Dalene
6 months ago
C) Change enablement
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Candida
6 months ago
B) Service level management
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Kattie
6 months ago
A) Monitoring and event management
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Adelina
7 months ago
Yeah, I agree with Cassi. Service level management seems like the most likely answer here. They're responsible for continuously reviewing and validating that the services are covering the customer's needs.
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Cassi
7 months ago
Hmm, let me think about this. I'm leaning towards Service level management, as that's the practice that ensures the services provided are meeting the agreed-upon service levels and customer requirements.
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Bea
7 months ago
This is a tricky one. I'm not sure if I'm feeling confident about answering this correctly. The options seem to cover a range of ITSM practices, but I'm not entirely sure which one specifically conducts reviews to validate customer needs.
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