ITIL® Foundation – Exam Test – Q387

What is most likely to cause a loss of faith in the Service Level Management process?

A. Measurements that match the customer’s perception of the service
B. Clear, concise, unambiguous wording in the Service Level Agreements(SLAs)
C. Inclusion of items in the SLA that cannot be effectively measured
D. Involving customers in drafting Service Level Requirements

Correct Answer: C