Whilst creating the IT service catalog, a needs analysis is conducted. One of the items discussed is the data points required for the IT services. What is the objective of these data points?
A.
To measure the performance of IT services delivered
B.
To identify the data being used by the customer
C.
To determine the life expectancy of IT services
D.
To establish the operating hours of the IT services
InITIL’s service catalog management, data points required for IT services are used tomeasure the performance of IT services delivered(A). These data points (e.g., uptime, response times, incident resolution rates) enable the IT provider to monitor and report on service quality, ensuring alignment with service level agreements (SLAs) and customer expectations. A needs analysis identifies key performance indicators (KPIs) to track service effectiveness.
Identify data used by the customer (B):Focuses on customer data usage, not service performance.
Determine life expectancy (C):Relates to service lifecycle planning, not data points.
Establish operating hours (D):Operating hours are a service attribute, not the primary purpose of data points.
[Reference:EPI CITM study guide, under Service Management, likely references ITIL’s service catalog management, emphasizing KPIs for performance measurement. Check sections on service catalog or performance metrics., ]
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