Exin ITIL Questions Answers

An SLA is defined as a documented agreement between a service provider and a customer that identifies both services required and the expected level of service.

SLAs are used to measure the performance of services from the customer’s point of view, and it is important that they are agreed in the wider business context.

Some of the key requirements for successful SLAs include:

• They must be related to a defined ‘service’ in the service catalogue. Individual metrics without a specified service context are unhelpful.
• They should relate to defined outcomes and not simply operational metrics. This can be achieved with balanced bundles of metrics, such as customer satisfaction and key business outcomes.
• They should reflect an ‘agreement’: an engagement and discussion between the service provider and the service consumer. It is important to involve all stakeholders, including partners, sponsors, users, and customers.
• They must be simply written and easy to understand and use for all parties.

https://www.bmc.com/blogs/itil-service-level-management/#:~:text=Service%20Level%20Agreements%20(SLAs) &text=Some%20of%20the%20key%20requirements,and%20not%20simply%20operational%20metrics.

The first important step is identifying and managing all the stakeholder groups that an organization deals with. The first and most obvious stakeholder group is the customers, as in service management the organization’s main goal is to facilitate customer outcomes. Other examples of stakeholder collaboration include:

• Developers working with other internal teams
• Suppliers collaborating with the organization
• Relationship managers collaborating with service consumers
• Customers collaborating with each other
• Internal and external suppliers collaborating with each other

The contribution to improvement of each stakeholder group at each level should be understood, as should the most effective methods to engage with them. Depending on the service and the relationship between the service provider and the service consumer, the expectations about the level and type of collaboration can vary significantly. It is important to involve stakeholders, and address their needs at all levels. Determining the type, method, and frequency of such messaging is one of the central activities related to communication.

https://www.bmc.com/blogs/itil-guiding-principles/

A service request is defined as a request from a user or a user’s authorized representative that initiates a service action which has been agreed as a normal part of service delivery.

The purpose of the service request management practice is to support the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner. Service request management is dependent upon well-designed processes and procedures, which are operationalized through tracking and automation tools to maximize the efficiency of the practice. To be handled optimally, service request management should follow these guidelines:

• Service requests and their fulfilment should be standardized and automated to the greatest degree possible.
• Policies should define which service requests will be fulfilled with limited or even no additional approvals so that fulfilment can be streamlined.
• The expectations of users regarding fulfilment times and costs should be clearly set, based on what the organization can realistically deliver.
• Opportunities for improvement should be identified and implemented to produce faster fulfilment times and take advantage of automation.

https://www.bmc.com/blogs/itil-service-request-management/

There are many ways in which practices and services can be optimized. Regardless of the specific techniques, the path to optimization follows these high-level steps:

• Understand and agree the context in which the proposed optimization exists
• Assess the current state of the proposed optimization
• Agree what the future state and priorities of the organization should be, focusing on simplification and value
• Ensure the optimization has the appropriate level of stakeholder engagement and commitment
• Execute the improvements in an iterative way
• Continually monitor the impact of optimization

https://www.bmc.com/blogs/itil-guiding-principles/