A number of important documents are used within Service Level Management One of these documents consists of an overview of services and Service Levels offered. What is the name of the document?

Question

Options

• AService Catalog
• BService Level Agreement (SLA)
• CService Level Requirement
• DUnderpinning Contract

• A
  85% (17)
• C
  5% (1)
• D
  10% (2)

Explanation

The Service Catalog is the document that provides an overview of all services and their associated Service Levels offered by IT to the business - it acts as the "menu" of available services, making it the correct answer.

Why the distractors are wrong:

• B (SLA): A Service Level Agreement is a contract between IT and a specific customer defining agreed service targets - it applies to a particular service, not an overview of all services.
• C (Service Level Requirement): This is a document capturing customer requirements for a service before an SLA is created - it's an input into SLM, not an overview of what's offered.
• D (Underpinning Contract): This is an agreement with an external supplier (e.g., a vendor) to support service delivery - it operates behind the scenes, not as a customer-facing overview.

Memory tip: Think of the Service Catalog like a restaurant menu - it lists everything available and at what "level" (price/quality). SLAs are the specific order you place from that menu.

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