A provider drafts service targets internally, publishes them on the intranet, and treats them as the agreed service levels. Which requirement for a successful service level agreement has been missed?
ITIL 4 Foundation, objective 7. Seven ITIL practices in detail medium
Machine-checked — no person has signed for it. This question was read against the source cited below by an automated pass, which found no contradiction. That is a weaker claim than it sounds: the same kind of process wrote the question, so it can confirm its own mistake.
Treat it as a good draft rather than as settled fact, and read the source below before you rely on it. It is not used in mock exams here — only questions a person has signed for are.
How these questions are written — where each question comes from, what the verification ledger records, and what happens when one is found wrong.
The options
Not correct An SLA must be stored in the configuration management system so that it can be traced to the underlying components
Where the document is stored has no bearing on whether it represents an agreement. This is a records-management concern, not a requirement for a successful SLA.
Not correct An SLA must be signed by a senior executive before it takes effect
A signature is a formality some organizations use, but the substantive requirement is genuine two-way engagement, not who countersigns the document.
Not correct An SLA must be reviewed annually and reissued with a new version number
Regular review is good practice, but nothing about this scenario concerns the review cycle. The defect is that the consumer was never party to the agreement at all.
Correct An SLA must reflect an actual agreement, reached through engagement and discussion between the provider and the service consumer
Correct. The word 'agreement' is doing real work: targets imposed by one party are not an SLA, however well written they are.
Why
Among the requirements for successful SLAs, one is that the document genuinely reflects an agreement — that is, it comes out of engagement and discussion between provider and consumer. Publishing unilaterally produces a target list, not an agreement, and the consumer has no reason to accept it as a fair measure of the service.
Where this comes from
- Cited
- ITIL 4 syllabus clause 7
Practise this
Reading one question is not practice. The trainer will draw a short set from objective 7 and space the ones you get wrong.
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