ITIL 4 Foundation Practice Exam

What is the primary focus of service level agreements (SLA)?

1. Documenting service costs

2. Setting service delivery expectations

3. Assessing user satisfaction

4. Managing service incidents

The correct answer is: Setting service delivery expectations

The primary focus of service level agreements (SLAs) is to set service delivery expectations. An SLA is a formalized agreement between a service provider and a customer that outlines the expected level of service, including key performance indicators such as availability, responsiveness, and performance metrics. By clearly defining these expectations, both parties can ensure they have a mutual understanding of what services will be delivered and the standards they will adhere to. This alignment helps in managing customer satisfaction, as customers are aware of what to expect from the service provider. Furthermore, establishing these benchmarks enables the service provider to monitor their performance and make adjustments as necessary to meet or exceed the agreed-upon levels. This focus on defining and maintaining service expectations is vital for building trust and facilitating ongoing communication between the service provider and the customer.