Exam ITILFND V4 topic 1 question 265 discussion

B. Service level management Service level management is the practice of pre-defining, communicating, and agreeing on service level targets (SLAs) and operational level agreements (OLAs) with customers and other stakeholders. These agreements establish expectations for the availability, performance, and quality of IT services, and provide a basis for measuring and reporting on service performance. Service level management also includes the use of standardized procedures to enable fulfillment times to be clearly communicated and agreed upon with customers.

Since service requests are pre-defined and pre-agreed as a normal part of service delivery, they can usually be formalized, with a clear, standard procedure for initiation, approval, fulfilment, and management.

5.2.16 - Service Request Management Since service requests are pre-defined and pre-agreed as a normal part of service delivery, they can usually be formalized, with a clear, standard procedure for initiation, approval, fulfilment, and management.

Should be D

predefined and standardized procedures is Service request management.

it's B

ITIL Manuscript Glossary: Service request management practice The practice of is to support the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner.

B device level management

B. Service level management

https://www.bmc.com/blogs/itil-service-request-management/#:~:text=The%20purpose%20of%20the%20service%20request%20management%20practice%20is%20to%20support%20the%20agreed%20quality%20of%20a%20service%20by%20handling%20all%20pre%2Ddefined%2C%20user%2Dinitiated%20service%20requests%20in%20an%20effective%20and%20user%2Dfriendly%20manner.

Wouldn't this be B?