ITIL 4 Foundation Practice Exam

What practice sets clear business-based targets for service performance?

1. Service Desk Practice

2. Service Improvement Practice

3. Service Level Management Practice

4. Service Strategy Practice

The correct answer is: Service Level Management Practice

The Service Level Management Practice is focused on negotiating, defining, and managing service-level agreements (SLAs) that articulate clear performance targets based on business needs. By establishing these SLAs, the practice ensures that both the service provider and the business have a mutual understanding regarding the expected level of service performance, responsiveness, and quality. This practice emphasizes aligning IT services with the business’s goals and ensures that the services provided effectively support these objectives. It involves regular reviews of service performance against the agreed-upon targets, thus facilitating ongoing communication and adjustment as necessary to meet business demands. In contrast, while the Service Desk Practice plays a critical role in managing user requests and incidents, it does not primarily focus on establishing formal targets for service performance. The Service Improvement Practice aims to enhance services and processes but is more concerned with identifying areas for improvement rather than setting performance targets. The Service Strategy Practice focuses on the strategic approach to managing IT services and resources, emphasizing long-term planning and service alignment but not specifically on service performance targets.