ITIL Foundation V4 Exam Questions and Answers sample tests – Question231

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

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