ITIL Foundation — Question 8

What term describes assurance that a product or service will meet its agreed requirements?

Answer options

• A. Underpinning contract
• B. Warranty
• C. Service level agreement
• D. Utility

Correct answer: C

Explanation

The correct answer is C, Service level agreement, as it explicitly defines the expected level of service between a provider and a customer. Option A, Underpinning contract, relates to foundational agreements but does not specifically guarantee performance levels. Option B, Warranty, typically pertains to product defects rather than service levels, and Option D, Utility, refers to the functionality of a service rather than the assurance of meeting requirements.