ITIL 4 Foundation Practice Exam

What is defined by one or more metrics for expected or achieved service quality?

1. Service Offering

2. Service Level

3. Service Portfolio

4. Service Agreement

The correct answer is: Service Level

The correct choice is the definition of "Service Level." In ITIL 4, Service Levels are critical components that describe the expected or achieved quality of a service from the perspective of the service consumer. They are quantified through metrics, which can include performance indicators such as response times, availability, and throughput. Service Levels are often articulated in Service Level Agreements (SLAs), which formalize the expectations and responsibilities between service providers and consumers. The SLA outlines the agreed-upon metrics and targets that the service is expected to meet, making it clear what the service consumer can expect in terms of quality. Additionally, while terms like "Service Offering," "Service Portfolio," and "Service Agreement" are related concepts within ITIL, they do not specifically focus on the metrics used to define service quality. A Service Offering represents a specific service or set of services delivered to customers, the Service Portfolio encompasses all services being managed, and a Service Agreement is a broader term that can include SLAs along with other service-related agreements but does not specifically define metrics on quality itself.