Information Technology Infrastructure Library (ITIL) Foundation Practice Exam

Which of the following is the best description of a service level agreement?

1. The organization supplying services to one or more internal customers or external customers

2. An agreement between a service provider and the customers of the service which details the services, their targets and the responsibilities of both parties

3. An underpinning agreement between an IT service provider and another part of the same organization that assists with the provision of services

4. An agreement between a service provider and project teams which details the intended delivery of projects into service

The correct answer is: An agreement between a service provider and the customers of the service which details the services, their targets and the responsibilities of both parties

A service level agreement (SLA) is best described as a formal document that outlines the expectations and obligations between a service provider and its customers. This agreement specifically details the services that will be provided, the performance targets for those services, and the responsibilities of both parties involved. The clarity and structure of the SLA help ensure that all parties have a mutual understanding of the service expectations, enabling more effective management of service delivery and accountability. By defining metrics such as response times, service availability, and procedures for reporting issues, the SLA establishes a framework for measuring performance and satisfaction, thus ensuring that the service provider and customer can effectively manage their relationship. In contrast, other options focus on different aspects of service provision, such as the relationships between different parties or the provision of services without the specific guarantees and metrics that characterize an SLA. For instance, while one option discusses the general notion of supplying services, it lacks the precise structures that define the accountability and details inherent in a proper SLA. Another option refers to underpinning agreements which, while related to service delivery, do not directly involve the same customer/provider context as a traditional SLA.