ITIL 4 Foundation — Question 94

What aspect of 'service level management' asks service consumers what their work involves and how technology helps them?

Answer options

• A. Customer engagement
• B. Operational metrics
• C. Business metrics
• D. Customer feedback

Correct answer: A

Explanation

The correct answer is A, as customer engagement focuses on understanding the needs and tasks of service consumers and how technology supports them. Options B and C, operational and business metrics, relate to measuring performance rather than directly engaging with consumer needs. Option D, customer feedback, is about collecting opinions but does not specifically address the inquiry into work processes and technology.