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Exam ITILFND V4 All Questions

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Exam ITILFND V4 topic 1 question 19 discussion

Actual exam question from ITIL's ITILFND V4
Question #: 19
Topic #: 1
[All ITILFND V4 Questions]

What aspect of 'service level management' asks service consumers what their work involves and how technology helps them?

  • A. Customer engagement
  • B. Operational metrics
  • C. Business metrics
  • D. Customer feedback
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Suggested Answer: A 🗳️

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Syl0
Highly Voted 2 years, 1 month ago
5.2.15 Service level management involves collating and analysing information from a number of sources, including: •Customer engagement This involves initial listening, discovery, and information capture on which to base metrics, measurement, and ongoing progress discussions. Consider asking customers some simple open questions such as: •What does your work involve? •How does technology help you?
upvoted 8 times
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arahmanar7
Highly Voted 2 years ago
What is the difference between customer engagement and customer feedback?
upvoted 7 times
jqnko
1 year, 11 months ago
engagement is done before service is provided, feedback is gathered afterwards
upvoted 16 times
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Traktark
Most Recent 2 months ago
Selected Answer: A
The correct answer is A. Customer engagement. Service level management is a practice within IT service management that focuses on defining, negotiating, and managing service levels between a service provider and its customers. It aims to ensure that agreed-upon service levels are met or exceeded to satisfy customer requirements. Customer engagement is an aspect of service level management that involves actively involving service consumers in discussions and activities related to service levels. It includes gathering insights from customers about their work, understanding their needs and expectations, and soliciting feedback on how technology supports their work processes. By engaging customers, service level management can better align services with customer requirements and improve customer satisfaction.
upvoted 4 times
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bigpete975
2 years, 11 months ago
A is correct.
upvoted 1 times
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makowskim3
3 years, 3 months ago
A - correct.
upvoted 1 times
Henk1234
3 years, 3 months ago
It sure is, it's A.
upvoted 1 times
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C (25%)
B (20%)
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