ITIL 4 Foundation — Question 241

Which is a key requirement for a successful service level agreements (SLAs)?

Answer options

• A. They should be written using language and terms which all parties will understand
• B. They should be based on system-based metrics which are useful to the service provider
• C. They should be carried forward, unchanged, from one year to the next to enable consistent service
• D. They should avoid ambiguous targets such as those relating to user experience

Correct answer: A

Explanation

The correct answer is A because SLAs need to be clear and understandable to ensure all parties know their responsibilities and expectations. Options B, C, and D, while important, do not address the fundamental requirement of clarity and understanding necessary for effective agreements.