ITIL 4 Foundation Practice Exam

What role do 'service level agreements' (SLAs) primarily serve?

1. To define the responsibilities of the service provider only

2. To document service expectations between providers and customers

3. To manage internal operational processes of service providers

4. To outline costs associated with service delivery

The correct answer is: To document service expectations between providers and customers

Service level agreements (SLAs) primarily serve to document the service expectations between providers and customers. They are formalized agreements that specify the expected level of service, detailing what the customer can anticipate regarding service performance, availability, and response times. This mutual understanding helps to ensure that both service providers and customers have aligned expectations, which is vital for service quality and satisfaction. In addition to outlining the specific metrics and standards to be achieved, SLAs also provide a framework for accountability. They can include consequences for not meeting the agreed-upon levels of service, which reinforces the commitment of both parties to uphold their responsibilities. Understanding the role of SLAs is crucial in IT service management as it guides the delivery of services and contributes to building strong relationships between providers and customers. This ensures transparency and fosters a collaborative atmosphere where both parties can work together to meet and exceed those expectations.