ITIL 4 Foundation · Free Practice Question Easy
Question 23
What should be included in every service level agreement?
- A Detailed metrics to capture availability of the system
- B Metrics for system response time
- C Clearly defined service outcomes
- D Number of emails sent per hour
Reveal correct answer
Correct answer: C
Explanation
They should relate to defined outcomes and not simply operational metrics. This can be achieved with balanced ‘bundles’ of metrics.Discussion
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