ITIL4F ITIL Management Practices Practice Question

Which practice involves the negotiation, agreement, and monitoring of 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 defining, negotiating, and monitoring SLAs to ensure service quality meets agreed levels.

Answer analysis

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 negotiates and monitors supplier performance against agreed supplier targets, not customer-facing service level targets. It is tempting because it also involves agreements and monitoring, but those agreements govern external suppliers rather than the service levels agreed with the customer, which Service Level Management owns.
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Incident Management
Why it's wrong here
Incident Management restores normal service operation quickly after disruption; it does not negotiate or agree service level targets. It is tempting because it monitors resolution against SLA timescales, but that is measuring performance against targets set elsewhere, not negotiating and agreeing them with the customer.
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Service Desk
Why it's wrong here
The Service Desk is the single point of contact for users, handling incidents and requests; it neither negotiates nor agrees service level targets. It is tempting because it monitors and reports against agreed targets, but that monitoring is operational reporting, not the negotiation and agreement of the targets themselves.
✓
Service Level Management
Why this is correct
Service Level Management negotiates, agrees, documents, and monitors service level targets with customers, ensuring delivery meets commitments. This directly satisfies the stem's requirement for the practice covering negotiation, agreement, and monitoring of service level targets.

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