Which of these recommendations is best practice for service level management? 1. Include legal terminology in service level agreements (SLAs) 2. It is NOT necessary to be able to measure all the…

The correct answer is D. Neither of the above. Both statements contradict ITIL best practices for SLAs. Statement 1 is incorrect: SLAs should be written in plain, business-friendly language that all stakeholders can understand - legal jargon makes them inaccessible and harder to manage. Statement 2 is also incorrect: every…

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Question

Which of these recommendations is best practice for service level management? 1. Include legal terminology in service level agreements (SLAs) 2. It is NOT necessary to be able to measure all the targets in an SLA

Options

A1 only
B2only
CBoth of the above
DNeither of the above

How the community answered

(18 responses)

B
11% (2)
C
6% (1)
D
83% (15)

Explanation

Both statements contradict ITIL best practices for SLAs. Statement 1 is incorrect: SLAs should be written in plain, business-friendly language that all stakeholders can understand - legal jargon makes them inaccessible and harder to manage. Statement 2 is also incorrect: every target included in an SLA must be measurable. Including unmeasurable targets is pointless because you cannot report on, enforce, or improve what you cannot measure. Best practice requires SLAs to be clear, agreed upon, and fully measurable, making 'Neither of the above' the correct answer.

Topics

#service level management#SLA#measurable targets#best practices

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