PeopleCert Exam ITIL-4-Foundation Topic 6 Question 106 Discussion

Actual exam question for PeopleCert's ITIL-4-Foundation exam

Question #: 106
Topic #: 6

What is the purpose of service level management?

ATo obtain/build activity that ensures the service components are available when and where they are needed and meet agreed specifications.

BTo ensure that all current and planned IT services are delivered to agreed achievable targets.

CTo establish and nurture the links between the organization and its stakeholders at strategic and tactical levels.

DTo track and manage improvement ideas from identification to final action, organizations use a database or structured document called a continual improvement register (CIR).

Show Suggested Answer

Suggested Answer: C

Utility is the term used to describe the functionality of a service, or how well it meets the needs and expectations of the customers and users.Utility can be expressed as 'what the service does' or 'the functionality offered by a product or service to meet a particular need'1.Utility is one of the two elements of service value, along with warranty2.Reference:ITIL Foundation - ITIL 4 Edition, page 4;ITIL 4 -- A Pocket Guide, page 14.

by Vallie at Mar 21, 2025, 01:08 AM

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Annamae

23 hours ago

Haha, D is just completely off-topic. Tracking improvement ideas has nothing to do with the purpose of service level management!

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Margurite

13 days ago

B seems like a good option too, as service level management is about delivering IT services to agreed targets. But I'd go with A since it's more specific.

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Georgiana

14 days ago

I believe it's also about establishing and nurturing the links between the organization and its stakeholders at strategic and tactical levels.

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Lisbeth

16 days ago

I agree with you. It's important to have clear targets for the services being provided.

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Wai

18 days ago

I think the correct answer is A. Service level management is all about ensuring the availability and performance of IT services according to agreed specifications.

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Margery

24 days ago

I think the purpose of service level management is to ensure that all current and planned IT services are delivered to agreed achievable targets.

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