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…

Statement 1 alone is not correct because using legal terminology in SLAs is explicitly against best practice - SLAs should be written in clear, accessible language understood by all stakeholders.

Statement 2 alone is not correct because it is essential that all targets in an SLA are measurable; targets that cannot be measured cannot be monitored, reported on, or enforced.

Both statements are incorrect - statement 1 contradicts the plain language requirement and statement 2 contradicts the mandatory measurability requirement for all SLA targets.

Best practice for service level management requires that SLAs use clear, plain language that both parties can understand, explicitly avoiding complex legal terminology that may cause confusion or disputes. Additionally, every target defined in an SLA must be measurable so that compliance can be objectively monitored, reported, and enforced. Since statement 1 contradicts the plain language guidance and statement 2 contradicts the measurability requirement, neither statement represents best practice.