Which statement best describes a service level agreement?
ITIL 4 Foundation, objective 7. Seven ITIL practices in detail easy
Draft — not checked yet. This question was written from the published exam objectives and cites the clause it comes from, but nobody has yet read it against that clause and signed for it.
It is kept out of search results and out of mock exams until they have. Read the source below before you take the answer as settled.
The options
Not correct A record of the resources, configurations and dependencies that make up a service
That is closer to configuration information held about a service. It is technical description, not an agreed performance commitment.
Not correct A structured list of all live services the provider offers, with details of how they can be requested
That describes a service catalogue. A catalogue advertises what is available; an SLA commits to how well a named service will perform.
Correct A documented agreement between a service provider and a customer that identifies both the services required and the expected level of service
Correct. That is the definition: it names the services in scope and the level of service both parties have agreed to expect.
Not correct A statement of the maximum time a service may be unavailable before a penalty is applied to the supplier
A penalty clause may appear inside an agreement, but an SLA is the whole documented agreement about services and service levels, not just an availability threshold and its consequence.
Why
An SLA has two essential halves: it identifies which services are covered, and it states the expected level of service. Options that describe only a list of services, only technical composition, or only one target with a penalty each miss one of those halves.
Where this comes from
- Cited
- ITIL 4 syllabus clause 7
- What it says
- An SLA is a documented agreement between a service provider and a customer that identifies both services required and the expected level of service.
Practise this
Reading one question is not practice. The trainer will draw a set from objective 7 and space the ones you get wrong.