ITIL 4 Foundation — Question 287

Which of the following is a necessity to a successful service level agreement (SLAs)?

Answer options

• A. The language and terms used in the SLA should be commonly understood by all parties
• B. Base the SLA on system-based metrics that are useful to the service provider
• C. In order to promote consistent service, they should be earned forward, unchanged, from one year to the next
• D. Vague targets, such as those related to user experience, should be avoided

Correct answer: A

Explanation

Answer A is correct because clear and understandable language in the SLA ensures that all parties are on the same page regarding expectations. Options B, C, and D, while relevant to SLA performance, do not address the fundamental need for clarity and mutual understanding in the agreement itself.