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

Recommendation 1 does not conform to good practice because ITIL explicitly advises against legal terminology in SLAs, which should use simple language understood by both the customer and service provider without requiring legal interpretation.

Recommendation 2 does not conform to good practice because ITIL requires all targets within an SLA to be measurable - an unmeasurable target makes it impossible to determine whether the service provider is meeting their obligations.

Neither recommendation conforms to ITIL good practice - both directly contradict core Service Level Management guidance on SLA language clarity and the mandatory measurability of all defined targets.

ITIL Service Level Management guidance states that SLAs should be written in clear, unambiguous business language that both parties understand, explicitly avoiding legal terminology that can obscure meaning and create contractual disputes. Furthermore, every target included in an SLA must be measurable so compliance can be objectively verified - including an unmeasurable target renders it unenforceable and defeats the purpose of the agreement.