ITIL 4 Foundation Practice Exam

What is a service level agreement (SLA)?

1. A guide for service providers to improve quality

2. A formal agreement between a provider and customer outlining services and performance expectations

3. A document for internal team evaluations of performance

4. A standard form used for customer feedback

The correct answer is: A formal agreement between a provider and customer outlining services and performance expectations

A service level agreement (SLA) is fundamentally a formal agreement between a service provider and a customer that clearly outlines the services to be provided and the performance levels that are expected. This agreement is essential in setting clear expectations, obligations, and responsibilities for both parties. It typically includes details such as specific service metrics, response times, availability, and any penalties for failing to meet these standards. By defining these parameters, an SLA helps to foster a mutual understanding and trust between the service provider and the customer. It serves not only as a guide for maintaining service quality but also as a tool for accountability. The emphasis on performance expectations ensures that both parties agree on what success looks like, which in turn facilitates effective monitoring and improvement of services over time. The other options focus on aspects that do not encompass the comprehensive nature of an SLA. For instance, while a guide for service providers can improve quality, it does not represent the formal and binding nature of an SLA. Similarly, internal team evaluation documents and customer feedback forms lack the contractual elements and clear performance expectations that characterize a true SLA. Thus, the definition of SLA as a formal agreement between provider and customer is the most accurate and encompasses its purpose and importance in service management.