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CISA Practice Question: Which THREE of the following are valid reasons…
Which THREE of the following are valid reasons for implementing a service level management process? (Select THREE.)
⚠ Common exam trap
CISA often tests the purpose of a process versus its incidental outputs — candidates pick options like 'compliance' or 'certification' that sound related but are not core SLM objectives.
Answer choices
Why each option matters
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
✓
To monitor and report on service performance
Option B is correct because service level management (SLM) exists to monitor and report on service performance against agreed metrics such as SLAs, KPIs, and OLAs, ensuring that actual delivery is measured and visible to both provider and customer. Option D is correct because SLM outputs (performance reports, SLA breaches, and review meetings) feed the continual improvement practice in ITIL, providing the data needed to identify and implement service enhancements. Option E is correct because a core purpose of SLM is to define, negotiate, and agree on service level targets with the customer, documented in SLAs, so that expectations and responsibilities are explicit. Option A is not a reason for SLM, since staff certification is a personnel/competence management concern, not service level management. Option C is not a reason for SLM, because SLM does not remove the need for IT support; support remains necessary to resolve incidents and fulfill requests regardless of service targets.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
To ensure all IT staff are certified
Why it's wrong here
Certifying IT staff is a training and competency activity, unrelated to agreeing, monitoring and reporting service levels with customers. SLM exists to define measurable service targets and review achievement; certification may support delivery but is not a reason to implement the process.
- ✓
To monitor and report on service performance
Why this is correct
Service level management requires ongoing measurement against agreed targets, so monitoring and reporting on service performance provides the visibility needed to confirm whether commitments are being met. This satisfies the stem's requirement for a valid reason to implement the process.
- ✗
To eliminate the need for IT support
Why it's wrong here
Service level management defines agreed targets, measures performance against them and reports breaches; it cannot remove the need for IT support, which resolves incidents regardless of SLAs. It is tempting because mature SLM reduces escalations, but support demand persists and remains a separate function.
- ✓
To provide a basis for continuous improvement
Why this is correct
Captured performance data feeds reviews that identify gaps and drive remedial action, so service level management supplies the evidence base for continuous improvement. This directly satisfies the stem's requirement for a valid reason to implement the process.
- ✓
To define and agree on service level targets
Why this is correct
Negotiating and documenting specific, measurable service level targets with the customer is the foundational purpose of service level management, giving both parties a shared definition of expected performance. This satisfies the stem's requirement for a valid reason to implement the process.
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JA
Written and reviewed by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
Last reviewed September 2026 · checked against the official ISACA exam blueprint
This CISA practice question is part of Courseiva's free ISACA certification practice question bank. Courseiva provides original exam-style practice questions with explanations, topic-based practice, mock exams, readiness tracking, and study analytics to help learners prepare for the CISA exam.