ITIL 4 Foundation — Question 272

What is used as a tool to help define and measure performance?

Answer options

• A. A change schedule
• B. An incident record
• C. A continual improvement register
• D. A service level agreement

Correct answer: D

Explanation

A service level agreement (SLA) is specifically designed to outline and quantify performance expectations between service providers and customers. The other options, while important for different aspects of service management, do not directly pertain to defining and measuring performance standards.