ITIL4F ITIL Management Practices Practice Question
Which document defines the agreed level of service between an IT provider and a customer?
⚠ Common exam trap
Watch out — candidates often confuse the SLA with the OLA or UC, mistakenly thinking any 'agreement' between parties qualifies, but ITIL strictly differentiates based on the parties involved (customer vs. internal vs. supplier).
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 Agreement (SLA)
The Service Level Agreement (SLA) is the formal document that specifies the agreed level of service between an IT provider and a customer, including metrics such as availability, response times, and resolution targets. In ITIL 4, the SLA is a key output of the service level management practice, defining measurable targets that the provider commits to meet. It is distinct from other agreements because it directly represents the customer-facing promise of service quality.
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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Underpinning Contract (UC)
Why it's wrong here
An Underpinning Contract (UC) is a formal agreement established between a service provider and an external third-party supplier. Its primary purpose is to define the goods or services that the supplier will provide to the service provider, which in turn support the delivery of services to the customer. While UCs specify performance targets for the supplier, they do not directly define the agreed service levels between the service provider and the customer, making them distinct from an SLA.
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Service Level Agreement (SLA)
Why this is correct
A Service Level Agreement (SLA) is the definitive document that formally establishes the agreed level of service between a service provider and its customer. It meticulously outlines the specific services to be delivered, the expected performance targets, responsibilities of both parties, and any associated penalties or rewards. This critical agreement ensures clear expectations and provides a measurable framework for service delivery and customer satisfaction.
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Operational Level Agreement (OLA)
Why it's wrong here
An Operational Level Agreement (OLA) is an internal agreement crafted between different departments or teams within the same service provider organization. Its function is to delineate the specific services and support that one internal group will provide to another, directly contributing to the overall delivery of a customer-facing service. Unlike an SLA, an OLA does not involve the external customer but rather ensures internal alignment and coordination necessary to meet the commitments defined in an SLA.
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Continual Improvement Register (CIR)
Why it's wrong here
The Continual Improvement Register (CIR) serves as a structured repository for capturing, tracking, and managing all identified opportunities for improvement across an organization's products, services, and practices. It is a dynamic tool used to log ideas, monitor their progress through various improvement initiatives, and document their outcomes. However, the CIR's role is exclusively focused on improvement management, not on defining or documenting the agreed-upon service levels between a provider and its customers.
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