ITIL 4 Foundation Practice Exam

What does the service level management practice involve?

1. Negotiating service prices with customers

2. Setting clear business-based targets for assessing service performance

3. Managing customer complaints about service

4. Training staff to improve service quality

The correct answer is: Setting clear business-based targets for assessing service performance

The service level management practice focuses on establishing a clear understanding of how services should perform to meet business needs. This practice involves setting precise, business-based targets that help organizations measure, monitor, and assess service performance effectively. By defining these targets, service level management ensures that both the service provider and the customer have agreed upon expectations and metrics that reflect the value delivered. This practice is crucial because it aligns IT services with the business's requirements, enabling better communication and collaboration between stakeholders. It also provides a framework for monitoring service performance against these targets, which can inform future improvements and enhancements to service delivery. The other options relate to important aspects of service management but do not encapsulate the primary focus of service level management. Negotiating prices, handling complaints, and training staff are all components of broader service management activities but do not directly address the setting and managing of performance targets as a core function of service level management.