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Question 74 - ITIL-DSV discussion

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A potential customer is having trouble agreeing on the level of service it requires. What is the best approach to consider to come to an agreement?

A.
Involve service level management to align the service level to the customer's objectives.
Answers
A.
Involve service level management to align the service level to the customer's objectives.
B.
Involve the legal department as the agreement should be clear and unambiguous.
Answers
B.
Involve the legal department as the agreement should be clear and unambiguous.
C.
Involve senior management to influence the customer to sign the contract.
Answers
C.
Involve senior management to influence the customer to sign the contract.
D.
Involve the project team to explain the service into detail to the customer.
Answers
D.
Involve the project team to explain the service into detail to the customer.
Suggested answer: A

Explanation:

When a potential customer struggles to agree on the required service level, the best approach is to involve Service Level Management (SLM). The SLM practice is key in negotiating and aligning service levels with customer objectives and expectations, ensuring that the services delivered meet the customer's needs.

SLM works by understanding customer requirements and ensuring that the service levels are achievable and measurable. This practice also ensures that the agreed-upon service levels are documented and regularly reviewed to remain aligned with customer expectations.

Involving senior management (C) or the legal department (B) might pressure the customer but does not address the core issue of aligning the service level with the customer's actual needs. Similarly, involving the project team (D) to explain the service in detail might be useful for clarification but is secondary to aligning the service level agreements through SLM.

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asked 18/09/2024
Angad Singh
34 questions
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