Free Actual Actual Exam Questions for ITIL-DSV – Edition - Question 6 Discussion
metrics into its Service Level Agreements (SLAs) with the service provider for the helpline. It has
asked for a re-negotiation of the existing SLA.
Which is BEST example of an experience metric that can be included in the SLA?Which approach is
being demonstrated by these examples?
B/C? B feels more about accuracy, not really experience, and C is just about capacity. So both don’t capture how customers actually experience the service, unlike D which is more about feelings and satisfaction.
Makes sense to pick D since customer satisfaction directly measures their experience, unlike the others which are more about process or capacity. D is clearly focused on how customers feel.
It’s definitely D here because experience metrics focus on how customers feel about the service, not just what the service does technically. A and C are more operational, and B, while important, measures correctness rather than the actual customer perception. Satisfaction is the only metric that truly captures the quality of experience from the user's point of view.
I get why D’s popular, but B also ties to experience by ensuring issues get solved right. B
B imo, while customer satisfaction is about experience, the number of queries processed correctly shows quality from the customer’s viewpoint too. It’s a solid measurable that impacts user experience directly.
It’s D because customer satisfaction directly measures the experience from the user’s perspective, unlike the other options that focus more on operational metrics.