ITIL-4-FND Question 81

Community Discussion

Written by other learners. Comments can disagree with the marked answer — check the official documentation when in doubt.

• Chose A2

  5.2.15.1 Some of the key requirements for successful SLAs include: ● They must be related to a defined ‘service’ in the service catalogue; otherwise they are simply individual metrics without a purpose, that do not provide adequate visibility or reflect the service perspective. ● They should relate to defined outcomes and not simply operational metrics. This can be achieved with balanced bundles of metrics, such as customer satisfaction and key business outcomes. ● They should reflect an ‘agreement’, i.e. engagement and discussion between the service provider and the service consumer. It is important to involve all stakeholders, including partners, sponsors, users, and customers. ● They must be simply written and easy to understand and use for all parties.

• 1

  yes, correct A.

• 3

  Correct answer is A