ITIL-FOUNDATION · Question #228
Which statement about Service Level Agreements (SLAs) is CORRECT?
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
How the community answered
(18 responses)- A6% (1)
- B6% (1)
- C89% (16)
Why each option
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.
SLAs are not legal contracts and do not require formal legal wording - they are operational agreements focused on service commitments and targets.
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.
SLAs serve as the agreed record of service targets between a provider and customer, so ambiguous language creates disputes and undermines accountability. Clear and concise wording ensures all parties interpret obligations, metrics, and remedies identically. This is a fundamental authoring principle regardless of the SLA structure used.
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
Source: https://www.axelos.com/certifications/itil-service-management/itil-4-foundation
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