ITILFND V4Demo

By ITIL · Question Mode

QuestionQ14

ITIL practices

Which is an essential requirement for a successful service level agreement (SLA)?

  • A Using individual metrics that relate to the service catalogue
  • B Using bundled metrics to relate performance to outcomes
  • C Using single-system-based metrics that relate to outputs
  • D Using an agreement between the service provider and service supplier
Explanation

A successful SLA uses bundled metrics that connect service performance to customer outcomes. Combining relevant measures gives a meaningful assessment of the end-to-end service and the value it delivers, rather than relying on isolated system, output, or catalogue-related metrics.

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