ITIL 4 Study Aid Practices - Service Level Management

ITIL 4 Study Aid Practices - Service Level Management

By Your ITIL 4 Foundation Trainers

Multiple Choice

Which statement about requirements for a service level agreement is INCORRECT?

• Relate to a defined service

• Relate to defined outputs

• Reflect an 'agreement' between the service provider and service consumer

• Simply written and easy to understand

Which statement about requirements for a service level agreement is INCORRECT?

​Answer Bank:

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• Level of satisfaction

• Business metrics

• Business-based targets

• Service level agreement

• Operational metrics

• Customer feedback

• Actual experience

• Customer engagement​

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Fill in the blank answers: