Information Technology Infrastructure Library (ITIL) Foundation Practice Exam

What is the purpose of a Service Level Agreement (SLA)?

1. To define the roles of employees

2. To ensure compliance with legal requirements

3. To document the expectations between a service provider and a customer

4. To manage changes within IT services

The correct answer is: To document the expectations between a service provider and a customer

The purpose of a Service Level Agreement (SLA) is to document the expectations between a service provider and a customer. An SLA outlines the specific services to be provided, the levels of service that are expected, and the metrics that will be used to measure the performance of those services. This agreement serves as a formal contract that establishes a mutual understanding of service requirements and responsibilities, which helps maintain a strong relationship between the service provider and the customer. SLAs are essential because they set clear expectations for service quality, availability, response times, and responsibilities for both parties. By defining these parameters, SLAs help to mitigate misunderstandings and provide a basis for accountability in service delivery. This focus on expectations and accountability is a key factor in successfully managing and delivering IT services. In contrast, the other options do not accurately capture the main function of an SLA. Defining roles of employees refers more to organizational responsibilities than to service expectations between customers and providers. Compliance with legal requirements is a separate issue that may not necessarily be covered in an SLA and typically involves broader regulatory frameworks. Management of changes within IT services is related to change management processes rather than the establishment of service expectations and performance metrics.