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ITIL-FOUNDATION · Question #317
ITIL-FOUNDATION Question #317: Real Exam Question with Answer & Explanation
The correct answer is D: Neither of the above. Both recommendations violate ITIL Service Level Management good practice - SLAs must use plain business language and every target included must be measurable.
Question
A consultant has made two recommendations to you in a report: (1) To include legal terminology in your Service Level Agreements (SLAs) (2) It is not necessary to be able to measure all the targets in an SLA Which of the recommendations conform to Service Level Management good practice?
Options
- A1 only
- B2 only
- CBoth of the above
- DNeither of the above
Explanation
Both recommendations violate ITIL Service Level Management good practice - SLAs must use plain business language and every target included must be measurable.
Common mistakes.
- A. Recommendation 1 does not conform to good practice because SLAs should use plain, clear language accessible to non-legal stakeholders, not formal legal terminology that creates ambiguity.
- B. Recommendation 2 does not conform to good practice because all targets in an SLA must be measurable - unmeasurable targets cannot be monitored, reported, or used to drive service improvement.
- C. Neither recommendation conforms to SLM good practice; selecting both as correct would endorse SLA design that is inaccessible to business users and contains unenforceable, unmeasurable targets.
Concept tested. Service Level Agreement design principles and SLM good practice
Reference. https://www.axelos.com/certifications/itil-service-management/itil-4-foundation
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