ITIL4F ITIL Management Practices Practice Question
Which TWO of the following are key activities of Service Level Management?
⚠ Common exam trap
Watch out — candidates often confuse Service Level Management with operational support activities (like handling incidents or managing supplier contracts) because they all involve 'service' and 'management,' but ITIL 4 explicitly separates these practices by their specific focus on performance agreements versus execution or procurement.
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
✓
Negotiating and agreeing service level agreements (SLAs)
Service Level Management (SLM) is responsible for negotiating and agreeing on Service Level Agreements (SLAs) with customers to set clear expectations for service quality. It also involves monitoring actual service performance against those SLAs and reporting the results to stakeholders, ensuring that agreed targets are met or corrective actions are taken. These two activities form the core cycle of defining, measuring, and improving service levels.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✓
Negotiating and agreeing service level agreements (SLAs)
Why this is correct
This is a key activity of Service Level Management.
- ✓
Monitoring and reporting service performance against SLAs
Why this is correct
This is a key activity of Service Level Management.
- ✗
Authorizing changes to IT services
Why it's wrong here
This is part of Change Enablement.
- ✗
Managing contracts with external suppliers
Why it's wrong here
This is part of Supplier Management.
- ✗
Handling user requests and incidents
Why it's wrong here
This is part of Service Desk and Incident Management.
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