ITIL4F ITIL Management Practices Practice Question
Which TWO statements correctly describe the relationship between Service Level Management and other practices?
⚠ Common exam trap
ITIL4F often tests the definitions and relationships between SLAs, OLAs, and other practices, so candidates might confuse SLAs with OLAs or think SLAs define processes rather than 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
✓
OLAs support the achievement of SLAs
Option D is correct because Operational Level Agreements (OLAs) are internal agreements between teams within the same organization that underpin and support the delivery of the customer-facing SLA targets. Option E is correct because SLAs establish measurable service targets (such as availability, response, and resolution times) that Incident Management uses to prioritize and resolve incidents in line with agreed commitments. Option A is not correct because supplier performance is managed through contracts and Underpinning Contracts (UCs), not SLAs, which are agreements with customers. Option B is not correct because agreements between internal IT teams are OLAs, not SLAs, which are customer-facing. Option C is not correct because the detailed steps of incident handling are defined in incident management procedures and work instructions, not in SLAs, which specify targets rather than process steps.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
SLAs are used to manage supplier performance
Why it's wrong here
Service Level Agreements (SLAs) define the agreed-upon level of service between a service provider and a customer, focusing on customer outcomes and expectations. While supplier performance is crucial for delivering services, it is typically managed through Underpinning Contracts (UCs) with external suppliers and potentially Operational Level Agreements (OLAs) with internal teams. SLAs themselves do not directly govern the performance of third-party suppliers; instead, they reflect the overall service commitment to the customer, which is supported by supplier agreements.
- ✗
SLAs are agreements between internal IT teams
Why it's wrong here
Service Level Agreements (SLAs) are formal documents that establish the agreed-upon level of service between a service provider and its external or internal customers. They focus on the customer's perspective and the outcomes they receive. Agreements between different internal IT teams, which define how they will support each other to deliver the overall service, are known as Operational Level Agreements (OLAs), not SLAs.
- ✗
SLAs define the detailed steps of the incident handling process
Why it's wrong here
Service Level Agreements (SLAs) primarily establish the agreed-upon service targets, metrics, and responsibilities from the customer's perspective, such as response times and resolution times for incidents. They define "what" is expected in terms of service delivery. The detailed, step-by-step instructions and workflows for executing processes like incident handling are documented in operational procedures, work instructions, or process guides, not within the high-level service commitments of an SLA.
- ✓
OLAs support the achievement of SLAs
Why this is correct
Operational Level Agreements (OLAs) are internal agreements between different departments or teams within the same service provider organization. Their primary purpose is to define the specific responsibilities, activities, and performance targets that each internal group must meet to collectively ensure the successful delivery of services and, consequently, the achievement of the customer-facing Service Level Agreements (SLAs). Without robust OLAs, internal coordination can falter, jeopardizing SLA compliance.
- ✓
SLAs provide targets for Incident Management
Why this is correct
Service Level Agreements (SLAs) are critical for Incident Management as they establish the measurable performance targets that the incident process must strive to achieve. These targets typically include maximum allowable incident response times, resolution times, and sometimes even specific availability metrics. Incident Management teams prioritize and manage incidents with the explicit goal of meeting these predefined SLA thresholds, ensuring that service disruptions are addressed within agreed-upon timeframes to minimize business impact.
Visual reference
Go deeper
Related to this question
About these practice questions
Courseiva writes every ITIL4F question from scratch — 805 in total, each with an explanation and a wrong-answer breakdown. None are copied from real exams or dumps. Learn why practice questions differ from exam dumps →
JA
Written and reviewed by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
Last reviewed September 2026 · checked against the official PeopleCert exam blueprint
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.