ITIL 4 Foundation — Question 14

Which is a key requirement for a successful service level agreement (SLA)?

Answer options

• A. Using individual metrics that relate to the service catalogue
• B. Using bundled metrics to relate performance to outcomes
• C. Using single-system-based metrics that relate to outputs
• D. Using an agreement between the service provider and service supplier

Correct answer: B

Explanation

The correct answer is B because bundled metrics effectively align service performance with desired outcomes, ensuring that both parties understand the relationship between service levels and business goals. Options A and C focus too narrowly on metrics without considering the broader performance outcomes, while D refers to a relationship that does not specifically address the metrics needed for an SLA.