ITIL 4 Foundation Practice Exam

What aspect of services does a service level agreement primarily address?

1. The unique features of the service

2. The pricing strategy for customers

3. The expected level of service and requirements

4. Complaints resolution procedures

The correct answer is: The expected level of service and requirements

A service level agreement (SLA) primarily addresses the expected level of service and requirements because it outlines the specific terms and conditions under which a service will be provided. This includes measurable performance indicators, such as availability, response times, and quality expectations, which help both the service provider and the customer understand and agree on the service standards. By detailing these expectations, an SLA serves as a crucial tool for managing the relationship between the service provider and the customer, ensuring that both parties have a clear understanding of what is to be delivered and what can be expected. It establishes accountability and provides a basis for evaluating the performance of the service over time. This clarity helps in building trust and fostering a collaborative approach to service delivery. While other aspects like unique features, pricing strategies, and complaint resolutions may be important in the overall service relationship, they do not primarily define the SLA. The essence of an SLA lies in defining the service expectations and requirements, making it a key document in service management practices.