ITIL 4 Specialist – Collaborate, Assure and Improve — Question 1

An organization is assessing the capability of the service level management practice, currently focusing on the ‘capturing and reporting on improvement opportunities, including performance against defined service levels and stakeholder satisfaction’ practice success factor (PSF).
Which is evidence that this PSF is being fulfilled?

Answer options

• A. Service level requirements are managed using an integrated ITSM tool
• B. User feedback informs ongoing development of products and services
• C. Service levels are defined using models and templates
• D. Service metrics include performance of underpinning services

Correct answer: B

Explanation

The correct answer is B because user feedback is a direct indicator of stakeholder satisfaction and informs improvements, aligning with the focus of the practice success factor. Options A, C, and D, while relevant to service level management, do not directly demonstrate the fulfillment of capturing and reporting on improvement opportunities and stakeholder satisfaction.