ITIL4F ITIL Management Practices Practice Question
An e-commerce company defines an SLA that its website will be available 99.9% of the time. Which practice is primarily responsible for negotiating and monitoring this agreement?
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
✓
Service Level Management
Service Level Management negotiates, agrees, and monitors SLAs with customers.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
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Supplier Management
Why it's wrong here
Supplier Management focuses on ensuring that third-party suppliers and partners provide value and meet their contractual obligations to the organization. While supplier contracts might contain service level agreements between the organization and its suppliers, this practice does not define or negotiate the customer-facing SLAs for the organization's own services. Its scope is external vendor relationships, not internal service definition or customer commitments.
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Monitoring and Event Management
Why it's wrong here
Monitoring and Event Management systematically observes services and service components, recording and reporting selected changes of state identified as events. Its primary function is to detect, analyze, and respond to events, providing crucial insights into service performance and potential issues. However, this practice is purely operational and analytical; it does not involve the strategic process of defining, negotiating, or agreeing upon service level targets with customers.
- ✓
Service Level Management
Why this is correct
Service Level Management is the dedicated practice responsible for setting clear, business-focused targets for service performance and ensuring that the organization meets these agreed-upon levels. It involves defining, documenting, agreeing, monitoring, analyzing, and reviewing service level agreements (SLAs) with customers, ensuring that services are delivered according to expectations and value is co-created. This practice directly addresses the negotiation and definition of customer-facing service commitments.
- ✗
Availability Management
Why it's wrong here
Availability Management ensures that services and components are available when needed, meeting the current and future availability requirements of the business. It involves planning, designing, implementing, measuring, and improving the availability of services and their components. While it provides critical input regarding achievable availability targets and monitors actual availability, the formal process of negotiating and agreeing on these targets with customers, and embedding them into an SLA, falls under Service Level Management.
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Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
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