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Question 45 - ITIL-DSV discussion

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A service provider is setting up an agreement with an organization. As the user experience is important, it is added to the agreement. Which metric would you advise to be added to the agreement?

A.
Maximum duration of an interruption
Answers
A.
Maximum duration of an interruption
B.
Number and frequency of returns to the previous stage
Answers
B.
Number and frequency of returns to the previous stage
C.
Maximum number of simultaneous downloads
Answers
C.
Maximum number of simultaneous downloads
D.
Unlimited monthly traffic
Answers
D.
Unlimited monthly traffic
Suggested answer: A

Explanation:

When user experience is a critical aspect of a service agreement, metrics that directly impact the user's interaction with the service should be prioritized. The maximum duration of an interruption is a key metric that affects service availability and reliability, both of which are crucial to user experience. This metric is directly linked to Service Level Agreements (SLAs), which often include targets for uptime and acceptable downtime limits.

In ITIL 4, the Service Level Management (SLM) practice is responsible for negotiating, monitoring, and managing SLAs, ensuring that they reflect the customer's needs and expectations. A well-defined SLA with a metric for the maximum duration of an interruption helps ensure that the service provider can maintain the desired level of service continuity, thereby protecting the user experience from being negatively impacted by prolonged outages.

This approach aligns with the ITIL 4 guiding principles of 'Focus on Value' and 'Optimize and Automate,' ensuring that the service provided is reliable and meets the agreed-upon expectations for availability, which is a major component of a positive user experience.

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asked 18/09/2024
Arno Rodenhuis
49 questions
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