PeopleCert Exam ITIL-DSV Topic 8 Question 6 Discussion

Actual exam question for PeopleCert's ITIL-DSV exam

Question #: 6
Topic #: 8

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?

AInvolve service level management to align the service level to the customer's objectives.

BInvolve the legal department as the agreement should be clear and unambiguous.

CInvolve senior management to influence the customer to sign the contract.

DInvolve the project team to explain the service into detail to the customer.

Show Suggested Answer

Suggested Answer: A

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.

by Linwood at Aug 28, 2024, 10:52 PM

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Dorinda

3 months ago

This question is like a buffet of options – so many choices, but only one that's truly appetizing. I'm going with A, the service level management special of the day.

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Ellsworth

2 months ago

I would go with option A as well, it seems like the most effective approach to reach an agreement.

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Abel

2 months ago

I think involving senior management could also help influence the customer to sign the contract.

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Bo

2 months ago

I agree, involving service level management is key to aligning the service with the customer's objectives.

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Janey

3 months ago

I think involving senior management can help influence the customer to sign the contract.

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Derick

3 months ago

C) Involving senior management to influence the customer to sign the contract? Isn't that a bit like using a sledgehammer to crack a nut? Let's try diplomacy first, shall we?

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Dona

3 months ago

D) Explaining the service in detail to the customer is crucial. They need to understand exactly what they're getting, especially if they're having trouble agreeing on the level of service.

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Talia

2 months ago

C) Involve senior management to influence the customer to sign the contract.

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Gwenn

2 months ago

B) Involve the legal department as the agreement should be clear and unambiguous.

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Alline

2 months ago

D) Explaining the service in detail to the customer is crucial. They need to understand exactly what they're getting, especially if they're having trouble agreeing on the level of service.

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Ira

2 months ago

A) Involve service level management to align the service level to the customer's objectives.

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Hector

3 months ago

I believe involving the legal department is also important to ensure clarity in the agreement.

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Francine

3 months ago

B) Involving the legal department is also important to ensure the agreement is clear and unambiguous. We don't want any loopholes or misunderstandings, do we?

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Lacey

3 months ago

I agree with Stefania, aligning the service level to customer's objectives is crucial.

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Stanton

3 months ago

A) Involving service level management to align the service level to the customer's objectives seems like the most logical approach. That's the whole point of service level management, isn't it?

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Precious

3 months ago

B) Involve the legal department as the agreement should be clear and unambiguous.

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Cherry

3 months ago

A) Involving service level management to align the service level to the customer's objectives seems like the most logical approach. That's the whole point of service level management, isn't it?

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Stefania

4 months ago

I think involving service level management is the best approach.

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