Final answer:
Customer engagement informs service level management by capturing pertinent information for developing metrics (option 1) and by ensuring compliance with defined service levels (option 2). It does not directly define workflows or support progress discussions.
Step-by-step explanation:
Customer engagement plays an indispensable role in the 'service level management' (SLM) practice by ensuring that services meet certain standards and by helping to create useful metrics for assessment. When thinking about internal customer service, such as keeping a manager informed, engagement ensures professionalism and can offer insights that form the foundation for service level improvements. Internal feedback is akin to customer engagement in the traditional business sense, where customer feedback helps to shape service offerings and performance metrics.
Similarly, engaging with external customers can lead to improvements in service levels. By capturing information during engagements, we determine valuable key performance indicators (KPIs) and metrics aligned with customer expectations (option 1). Additionally, regular interactions with customers provide a real-world testing ground to ensure that the organization meets or exceeds the defined service levels (option 2). However, customer engagement does not directly define the workflows for service requests (option 3) nor does it inherently support progress discussions (option 4) as these are typically internal processes. The correct options that describe the contributions of customer engagement to service level management practice are: it captures information that metrics can be based on and it ensures the organization meets defined service levels.