ITIL · 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) exists specifically to negotiate, agree on, and guarantee that current IT services are delivered at defined, acceptable performance levels.
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
(41 responses)- A2% (1)
- B5% (2)
- C2% (1)
- D90% (37)
Why each option
Service Level Management (SLM) exists specifically to negotiate, agree on, and guarantee that current IT services are delivered at defined, acceptable performance levels.
Carrying out service operations activities describes the scope of the Service Operation stage, not SLM.
Ensuring sufficient capacity to meet agreed performance is the goal of Capacity Management, a separate ITIL process.
Creating and populating a Service Catalogue is the goal of Service Catalogue Management, which is distinct from SLM.
The primary goal of SLM is to ensure that all current IT services are delivered to agreed and achievable targets, as documented in Service Level Agreements (SLAs). It achieves this through ongoing monitoring of service performance, reviewing SLA breaches, and working with customers to maintain and improve service quality.
Concept tested: ITIL Service Level Management goal definition
Source: https://www.axelos.com/certifications/itil-service-management/itil-4-foundation
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