ITIL Question #194: Real Exam Question with Answer & Explanation

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 the ITIL process responsible for negotiating, agreeing, documenting, and monitoring service level agreements to ensure IT services meet business requirements.

Question

Which one of the following is the 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

Explanation

Service Level Management (SLM) is the ITIL process responsible for negotiating, agreeing, documenting, and monitoring service level agreements to ensure IT services meet business requirements.

Common mistakes.

A. Carrying out service operations activities is the responsibility of the Service Operation lifecycle stage and its functions, not Service Level Management.
B. Ensuring sufficient capacity is provided to meet agreed performance targets is the purpose of Capacity Management, a separate ITIL process within Service Design.
C. Creating and populating the service catalogue is the purpose of Service Catalogue Management, which is a distinct process from Service Level Management.

Concept tested. Purpose of ITIL Service Level Management process

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

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