Information Technology Infrastructure Library (ITIL) Foundation Practice Exam

Which function is responsible for ensuring that IT services are delivered in accordance with agreed service levels?

1. Service Transition

2. Service Design

3. Service Operations

4. Service Strategy

The correct answer is: Service Operations

The function responsible for ensuring that IT services are delivered in accordance with agreed service levels is Service Operations. This function plays a critical role in the ongoing management of IT services, focusing on the execution and delivery of services to meet the defined service level agreements (SLAs). Service Operations involves the day-to-day management of IT services and includes activities such as incident management, problem management, and access management. Through these activities, Service Operations ensures that services are delivered as expected, maintaining the service quality and availability outlined in the SLAs. This function is also responsible for monitoring service performance, addressing incidents and problems as they arise, and ensuring that service delivery aligns with the commitments made to the customers and stakeholders. It is the practical application of ITIL principles to support the ongoing delivery of services once they are live, making it directly responsible for service level adherence. Understanding this function provides valuable insight into how ITIL emphasizes operational stability and customer satisfaction through effective service management practices.