Fulfilment of service requests can be constrained by third parties. Where can users and customers find Information about these constraints?

Fulfilment of service requests can be constrained by third parties. Where can users and customers find Information about these constraints?
A . Service level agreements
B . Service request catalogue
C . Service request model
D . CMDB

Answer: A

Explanation:

Information about constraints on service request fulfillment, including those imposed by third parties, is typically found in Service Level Agreements (SLAs). SLAs define the agreed-upon levels of service, including response times, resolution times, and any constraints or dependencies that may affect service fulfillment.

Service Level Agreements (Answer A – Correct): SLAs document the terms of service between the service provider and the customer, including the limitations and constraints imposed by third parties.

This ensures that both the provider and the customer are aware of potential delays or issues that could arise due to third-party involvement.

Service Request Catalogue (Answer B – Incorrect): The service request catalogue lists the available services and requests but does not typically detail constraints related to third parties.

Service Request Model (Answer C – Incorrect): Service request models outline the steps to fulfill specific service requests but do not usually contain detailed information about third-party constraints.

CMDB (Answer D – Incorrect): The Configuration Management Database (CMDB) contains information about configuration items (CIs) and their relationships, but it is not the primary source for details on third-party constraints affecting service request fulfillment. ITIL 4

Reference: Service Level Management Practice: SLAs include details about service constraints and obligations, ensuring transparency between service providers and customers regarding service fulfillment expectations.