ITIL-FOUNDATION Question #228: Real Exam Question with Answer & Explanation

The correct answer is C: The wording must be clear and concise to allow no room for ambiguity. A core requirement of any SLA is that its wording must be clear and unambiguous so that both the service provider and customer have a shared, consistent understanding of the commitments made.

Question

Which statement about Service Level Agreements (SLAs) is CORRECT?

Options

AThey must contain legal wording because of their importance
BThere should always be a separate SLA for each specific customer
CThe wording must be clear and concise to allow no room for ambiguity
DChanges to the SLA can only be requested by the customer

Explanation

A core requirement of any SLA is that its wording must be clear and unambiguous so that both the service provider and customer have a shared, consistent understanding of the commitments made.

Common mistakes.

A. SLAs are not legal contracts and do not require formal legal wording - they are operational agreements focused on service commitments and targets.
B. SLAs can be structured in multiple ways including service-based or multi-level models, so a separate SLA per customer is not always required or appropriate.
D. Either party - both the customer and the service provider - may request changes to an SLA; it is not restricted to customer-initiated requests only.

Concept tested. Service Level Agreement authoring and structure principles

Reference. https://www.axelos.com/certifications/itil-service-management/itil-4-foundation

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