The correct answer is that SLAs provide targets for Incident Management, and OLAs are operational agreements between IT teams to support SLAs. This is because Service Level Management defines the measurable service level targets in SLAs, which Incident Management must then meet when restoring normal service after an outage or disruption. Meanwhile, Operational Level Agreements (OLAs) are internal agreements that ensure different IT teams collaborate effectively to uphold those SLA commitments. On the ITIL 4 Foundation exam, this question tests your understanding of how Service Level Management acts as a central practice that feeds targets into other practices, rather than dictating their internal processes. A common trap is confusing SLAs with supplier contracts (which use Underpinning Contracts) or thinking SLAs define process steps. Remember the memory tip: SLAs set the “what” for customers, OLAs set the “how” for IT teams, and UCs set the “what” for suppliers.
ITIL4F ITIL Management Practices Practice Question
This ITIL4F practice question tests your understanding of itil management practices. Read the scenario carefully and evaluate each option against the stated constraints before committing to an answer. After answering, compare your reasoning against the explanation and wrong-answer breakdown below. Once you have made your selection, read the full explanation to reinforce the concept and understand why each distractor is designed to mislead on exam day.
Which TWO statements correctly describe the relationship between Service Level Management and other practices?
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
✓
OLAs support the achievement of SLAs
Option A is correct: SLAs define the targets that incident management must meet. Option D is correct: OLAs are operational agreements between IT teams to support SLAs. Option B is wrong: SLAs are agreements with customers, not suppliers (UCs are for suppliers). Option C is wrong: SLAs do not define the process steps for handling incidents. Option E is wrong: SLAs are negotiated with customers, not internal IT teams.
Key principle: Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
✗
SLAs are used to manage supplier performance
Why it's wrong here
Supplier performance is managed through contracts and UCs, not SLAs.
✗
SLAs are agreements between internal IT teams
Why it's wrong here
SLAs are between service provider and customer; OLAs are between IT teams.
✗
SLAs define the detailed steps of the incident handling process
Why it's wrong here
Process steps are defined in procedures, not SLAs.
✓
OLAs support the achievement of SLAs
Why this is correct
Correct: OLAs define internal agreements to help meet SLAs.
Related concept
Read the scenario before looking for a memorised answer.
✓
SLAs provide targets for Incident Management
Why this is correct
Correct: incident management aims to meet SLA response and resolution times.
Related concept
Read the scenario before looking for a memorised answer.
Common exam traps
Common exam trap: answer the scenario, not the keyword
Many certification questions include familiar terms but test a specific constraint. Read the exact wording before choosing an answer that is generally true but wrong for this case.
Detailed technical explanation
How to think about this question
This question should be treated as a scenario, not a definition check. Identify the problem, the constraint and the best action. Then compare each option against those facts.
KKey Concepts to Remember
Read the scenario before looking for a memorised answer.
Find the constraint that changes the correct option.
Eliminate answers that are true in general but not in this case.
Use explanations to understand the rule behind the answer.
TExam Day Tips
→Underline the problem statement mentally.
→Watch for words such as best, first, most likely and least administrative effort.
→Review why wrong options are wrong, not only why the correct option is correct.
Key takeaway
Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option.
Real-world example
How this comes up in practice
A practitioner preparing for the ITIL4F exam encounters this exact type of scenario on the job. The correct answer here is not the most general option — it is the best answer for the specific constraint described. Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option. Real exam questions reward reading the full scenario before eliminating options, because the constraint defines which answer fits.
What to study next
Got this wrong? Here's your next step.
Identify which ITIL4F exam domain this question belongs to, then review the specific concept being tested. Practise related questions in that domain and focus on understanding why each wrong answer is tempting — not just why the correct answer is right.
ITIL Management Practices — This question tests ITIL Management Practices — Read the scenario before looking for a memorised answer..
What is the correct answer to this question?
The correct answer is: OLAs support the achievement of SLAs — Option A is correct: SLAs define the targets that incident management must meet. Option D is correct: OLAs are operational agreements between IT teams to support SLAs. Option B is wrong: SLAs are agreements with customers, not suppliers (UCs are for suppliers). Option C is wrong: SLAs do not define the process steps for handling incidents. Option E is wrong: SLAs are negotiated with customers, not internal IT teams.
What should I do if I get this ITIL4F question wrong?
Identify which ITIL4F exam domain this question belongs to, then review the specific concept being tested. Practise related questions in that domain and focus on understanding why each wrong answer is tempting — not just why the correct answer is right.
What is the key concept behind this question?
Read the scenario before looking for a memorised answer.
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Question Discussion
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