ITIL 4 Foundation Practice Exam

What document outlines services required and the expected level of service?

1. Service Level Agreement (SLA)

2. Service Catalog

3. Service Portfolio

4. Service Level Management Plan

The correct answer is: Service Level Agreement (SLA)

The Service Level Agreement (SLA) is the document that specifies the services provided to a customer and articulates the expected levels of service, including metrics for measuring service performance. SLAs are crucial for managing expectations between service providers and customers, ensuring both parties understand what is expected in terms of service availability, response times, and performance targets. This promotes accountability, enhances communication, and fosters a positive working relationship. In contrast, while a Service Catalog lists all available services offered by the provider, it does not detail the service levels expected. Instead, it serves as a comprehensive overview for users to understand what services they can request. The Service Portfolio encompasses the entirety of services offered, including those that are in development, but it is broader than an SLA. It is more about strategic service management rather than the specific terms of service delivery. The Service Level Management Plan outlines the processes and responsibilities associated with managing SLAs, but it does not describe the specific services or their expected levels in detail. Therefore, the SLA is the key document that directly addresses the required services and the expected service levels, making it the correct choice.