EX0-100 ITIL Foundation Certificate in IT Service Management
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Note 2: EX0-100 Answers are not shown in demo questions.
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Demo Question 19.
What aspects would you not expect to see in a Service Level report designed for the customer?
A. the average utilization level of the Service Desk
B. the level of availability realised and the time not available per period
C. the percentage of incidents that was resolved within the target
D. the successful and reverted Changes during a specific period
Display Answer
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Answer: A
Explanation: The average utilization level of the Service Desk is not of interest to
the customer as long as the SLA is not violated and even if a too high average
utilization of the service desk could cause violations against the SLA, you still only
report the violations, not the cause of the violation.
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