ITIL 4 Foundation Practice Exam

What is the purpose of Service Level Management?

1. To ensure compliance with regulations

2. To facilitate effective communication between IT and users

3. To set clear business-based targets for service performance

4. To manage IT change requests

The correct answer is: To set clear business-based targets for service performance

The purpose of Service Level Management is to set clear business-based targets for service performance. This practice is crucial as it helps align IT services with the needs of the business by establishing, negotiating, and monitoring service level agreements (SLAs). This ensures that both IT and business understand the expected service levels, which enhances customer satisfaction and trust. By defining specific performance targets, Service Level Management provides a structured approach to measuring service performance, which can lead to continuous improvement in service delivery. These targets are often based on business requirements, enabling IT to prioritize efforts and resources effectively to meet user and organizational needs. The other options touch on aspects that are important but do not encapsulate the primary focus of Service Level Management. Ensuring compliance with regulations pertains more to governance and risk management rather than the core purpose of setting performance targets. Facilitating communication is an important aspect of service management and helps in understanding needs and expectations, but it is not the primary goal of Service Level Management. Lastly, managing IT change requests is part of Change Management, which focuses on handling changes in a controlled manner rather than defining and managing service performance.