ITIL · Question #194
Which one of the following is the 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 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
How the community answered
(37 responses)- A3% (1)
- B5% (2)
- C3% (1)
- D89% (33)
Why each option
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.
Carrying out service operations activities is the responsibility of the Service Operation lifecycle stage and its functions, not Service Level Management.
Ensuring sufficient capacity is provided to meet agreed performance targets is the purpose of Capacity Management, a separate ITIL process within Service Design.
Creating and populating the service catalogue is the purpose of Service Catalogue Management, which is a distinct process from Service Level Management.
The defined purpose of Service Level Management in ITIL is to ensure that all current and planned IT services are delivered to the agreed achievable targets. SLM negotiates Service Level Agreements (SLAs) with the business, monitors and reports on performance against those agreements, and drives improvement when targets are not met.
Concept tested: Purpose of ITIL Service Level Management process
Source: https://www.axelos.com/certifications/itil-service-management/itil-4-foundation
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