ITIL-4-FND Question 49

Community Discussion

Written by other learners. Comments can disagree with the marked answer — check the official documentation when in doubt.

• Chose A5

  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.

• 8

  What is the difference between customer engagement and customer feedback?

• 21

  engagement is done before service is provided, feedback is gathered afterwards