ITIL-FOUNDATION · Question #291
Which of the following is the goal or purpose of service level management?
The correct answer is D. To ensure that an agreed level of IT service is provided for all current IT services. Service Level Management (SLM) is focused on negotiating, agreeing, and monitoring service level targets to ensure IT services meet business needs. Its core goal is guaranteeing consistent delivery of agreed service quality.
Question
Which of the following is the goal or purpose of service level management?
Options
- ATo carry out the service operations activities needed to support current IT services
- BTo ensure that sufficient capacity is provided to deliver the agreed performance of services
- CTo create and populate a service catalogue
- DTo ensure that an agreed level of IT service is provided for all current IT services
How the community answered
(57 responses)- A7% (4)
- B2% (1)
- C5% (3)
- D86% (49)
Why each option
Service Level Management (SLM) is focused on negotiating, agreeing, and monitoring service level targets to ensure IT services meet business needs. Its core goal is guaranteeing consistent delivery of agreed service quality.
Carrying out service operation activities to support current IT services describes the scope of the Service Operation lifecycle stage, not a single process goal.
Ensuring sufficient capacity is provided to meet agreed performance targets is the specific goal of Capacity Management, a separate ITIL process.
Creating and populating the service catalogue is the purpose of Service Catalogue Management, a distinct process within the Service Design lifecycle stage.
The stated goal of the SLM process in ITIL is to ensure that all current and planned IT services are delivered to the agreed and achievable targets. It does this through negotiating Service Level Agreements (SLAs), monitoring performance against them, and reporting results. This directly fulfils the purpose of aligning IT delivery with business requirements.
Concept tested: ITIL Service Level Management goal and scope
Source: https://www.axelos.com/certifications/itil-service-management/itil-4-foundation
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