Câu 40: ITIL 4 Specialist: Collaborate, Assure and Improve

A service provider delivers multiple services based on a complex set of supporting products. Each product has a comprehensive set of metrics reported by the product teams. According to these reports, all products consistently meet their performance targets. However, customers complain that service performance does not meet their expectations and the agreed service level. The service provider has tools showing real-time product utilization, and this information is shared with customers. How else can the service provider use tools to identify the cause of the issue?

1. A. Utilize tools to understand the contribution of each product to the performance of the customer-facing services — đáp án hiện tại
2. B. Implement dashboards that allow customers and users to see detailed performance data of each product
3. C. Acquire analytical tools to evaluate each user’s interaction with the provider’s services
4. D. Ensure that SLAs are agreed for each product and based on available product metrics