ITIL4F ITIL Management Practices Practice Question
Which ITIL practice involves negotiating, agreeing, and monitoring service level targets?
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 is responsible for SLAs and ensuring services meet agreed 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.
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Incident Management
Why it's wrong here
Incident Management focuses on minimizing the negative impact of incidents by restoring normal service operation as quickly as possible. Its primary activities involve detection, logging, diagnosis, resolution, and closure of unplanned interruptions or reductions in service quality. While it monitors the status of incidents, it does not involve the strategic negotiation or agreement of overall service level targets with customers, which is a distinct, proactive function.
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Supplier Management
Why it's wrong here
Supplier Management ensures that an organization's suppliers and their performance are managed appropriately to support the seamless provision of quality products and services. This practice involves establishing and maintaining relationships with third-party vendors, negotiating contracts, and monitoring their adherence to agreed terms. However, its scope is specifically external suppliers, not the negotiation and agreement of service levels directly with the organization's own customers for the services provided.
- ✓
Service Level Management
Why this is correct
Service Level Management is the practice of setting clear business-based targets for service performance, and ensuring that delivery of services is properly assessed, monitored, and managed against these targets. This practice explicitly involves negotiating service level agreements (SLAs) with customers to define measurable service outcomes, agreeing upon these targets, and then continuously monitoring and reporting on actual service performance against the agreed levels to ensure value co-creation and customer satisfaction.
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Service Desk
Why it's wrong here
The Service Desk serves as the single point of contact between the service provider and the users, facilitating communication and providing support. Its core functions include handling inquiries, logging and managing incidents, and fulfilling service requests. While the Service Desk may provide data relevant to service performance, its operational role is reactive support and information dissemination, not the strategic negotiation, agreement, or overarching monitoring of service level targets with customers.
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Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
This ITIL4F practice question is part of Courseiva's free PeopleCert 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 ITIL4F exam.