PeopleCert · ITIL 4 Foundation
Service level management
ITIL 4 Foundation · Lesson 14 of 14 · 1:45:36
YouTube loads only after you press play. This chapter opens at its timestamp in the full course. Watch on YouTube ↗
In this lesson
Prepare for the ITIL 4 Foundation exam. In this lesson: service level management: business-based targets, service level agreements, the watermelon effect, customer engagement, customer feedback, and business metrics. Includes three original practice questions, with Wrenfield Water, a fictional water company, as the example.
Preview the topics
- Wrenfield and its operations department write down which services the crews need, and the level of service expected, in a document that both sides sign. What is this document?
- Wrenfield’s monthly report shows every target met, but a customer survey shows that satisfaction is falling, and the business keeps complaining. What is this situation called?
- Instead of only reporting server uptime, Wrenfield now also reports the share of crew visits that start on time, because that is what the operations managers care about. What kind of measure is this?