ITIL4F ITIL Management Practices Practice Question
Which TWO statements correctly describe the relationship between Service Level Management and other practices?
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
Options D and E are correct. D is correct because Operational Level Agreements (OLAs) are internal agreements between IT teams that support the achievement of Service Level Agreements (SLAs). E is correct because SLAs define the targets that Incident Management must meet, such as response times and resolution times. Option A is incorrect because supplier performance is managed through Underpinning Contracts (UCs) with suppliers, not SLAs. Option B is incorrect because SLAs are agreements between the service provider and the customer, not between internal IT teams. Option C is incorrect because SLAs specify service level targets, not the detailed steps of the incident handling process.
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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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.
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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.
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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.