Exin Exam ITSM20F.EN Topic 2 Question 66 Discussion

Actual exam question for Exin's ITSM20F.EN exam

Question #: 66
Topic #: 2

The Service Provider should check that the Service Management objectives and the plan are being achieved. Which of the following items is not measured as part of this monitoring, measuring or review?

ACustomer satisfaction

BMajor non-conformities

CProblems

DResource utilization

Show Suggested Answer

Suggested Answer: A

A . Correct. The standard states that the Senior Responsible Owner should be supported by a decision taking group with sufficient authority to define policy and to enforce decisions.

B . Incorrect. The Change Advisory Board is an important group with a specific function which is not as wide as the management system.

C . Incorrect. The senior customer representative may provide input to requirements for the management system but will not be responsible for its delivery.

D . Incorrect. The service managers will implement the management system that is the responsibility of the Senior Responsible Owner.

by Samira at Feb 04, 2023, 10:23 PM

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Chuck

6 days ago

I bet the exam writers are giggling to themselves, thinking 'Let's see if they can spot the obvious one!'. A) Customer satisfaction, for sure.

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Lai

10 days ago

Customer satisfaction? Really? That's like the most important thing to measure! What kind of exam is this anyway? *rolls eyes*

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Miles

14 days ago

Ah, I got it! The answer must be A) Customer satisfaction. That's more of a business outcome, not a direct measure of the Service Management process itself.

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Fatima

1 days ago

I agree, customer satisfaction is more of a result of the service provided.

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Teddy

18 days ago

Hmm, I'm not sure. Could it be D) Resource utilization? That seems more like an input or efficiency metric, not a measure of the actual objectives and plan.

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Adrianna

21 days ago

I think the correct answer is A) Customer satisfaction. That's not really a measure of the Service Management objectives and plan. More like an outcome metric.

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