ITIL4F ITIL Management Practices Practice Question
What is the purpose of a Service Level Agreement (SLA)?
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 document agreed service targets between the service provider and the customer
A Service Level Agreement (SLA) is a documented agreement between a service provider and a customer that defines the level of service expected, including agreed service targets. Option A is incorrect because listing all services is more typical of a service catalog. Option B is incorrect because it describes an Operational Level Agreement (OLA), which defines internal support targets between IT teams. Option D is incorrect because it describes an Underpinning Contract (UC), which defines terms and conditions with external suppliers.
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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To list all services provided by the service desk
Why it's wrong here
A Service Level Agreement (SLA) focuses on specific performance metrics and expectations for a particular service, agreed upon between the service provider and the customer. Listing all available services, their descriptions, and how to request them is the primary function of a service catalogue, which acts as a comprehensive menu of offerings for users to browse and request, distinct from performance commitments.
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To define the internal support targets between IT teams
Why it's wrong here
Defining internal support targets and responsibilities between different IT teams within the same organization is the specific purpose of an Operational Level Agreement (OLA). OLAs ensure that internal departments meet their commitments to support the overall service delivery and the external Service Level Agreement (SLA) with the customer, focusing on inter-departmental coordination rather than customer-facing promises.
- ✓
To document agreed service targets between the service provider and the customer
Why this is correct
The core purpose of a Service Level Agreement (SLA) is to formally document the mutually agreed-upon service targets and responsibilities between a service provider and its customer. This includes critical metrics such as availability, performance thresholds, incident response times, and problem resolution targets, establishing clear expectations and providing a basis for measuring service quality and accountability from the customer's perspective.
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To define the terms and conditions with external suppliers
Why it's wrong here
An Underpinning Contract (UC) specifically defines the terms, conditions, and service expectations between a service provider and an external third-party supplier for components or services that contribute to the end-to-end service delivery. Unlike an SLA, which is customer-facing, a UC manages the relationship and performance of external vendors, ensuring they meet their obligations to enable the service provider to fulfill its own commitments to the customer.
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Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
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