ITIL 4 SLM Practice Questions - ITIL 4 Practitioner Service Level Management Exam - ITIL 4 SLM Practice Questions - ITIL 4 Practitioner Service Level Management Exam

Question 1

What is the primary PURPOSE of the Service Level Management (SLM) practice in ITIL 4?

To replace incident and problem management with a single SLA reporting system To set clear business-based targets for service performance so that the delivery of a service can be properly assessed, monitored, and managed against these targets To enforce penalty payments whenever a service breaches a technical metric To automate the configuration of monitoring tools across infrastructure

Correct Answer:

To set clear business-based targets for service performance so that the delivery of a service can be properly assessed, monitored, and managed against these targets

Question 2

Which of the following BEST defines a Service Level Agreement (SLA)?

A documented agreement between a service provider and a customer that identifies both the services required and the expected level of service A legally binding contract between two external companies for cloud capacity An internal commitment between two IT teams supporting the same service A statement of work signed between a service provider and a hardware reseller

Correct Answer:

A documented agreement between a service provider and a customer that identifies both the services required and the expected level of service

Question 3

What is an Operational Level Agreement (OLA)?

A legally binding contract with an external supplier An agreement between the service provider and an internal team or function that supports an SLA An agreement between two customers sharing a service A regulatory commitment imposed by a government body

Correct Answer:

An agreement between the service provider and an internal team or function that supports an SLA

Question 4

What is an Underpinning Contract (UC)?

A back-up SLA used only when the primary SLA fails A legally binding contract between the service provider and an external third-party supplier whose work supports SLA delivery An internal agreement between IT operations and the service desk A subordinate clause within the corporate-level SLA

Correct Answer:

A legally binding contract between the service provider and an external third-party supplier whose work supports SLA delivery

Question 5

A customer SLA promises 99.9% availability with 4-hour P1 resolution. The hosting vendor's contract guarantees only 99.5% availability with 8-hour P1 response. What is the PRIMARY problem?

The OLA needs renegotiation The Underpinning Contract is weaker than the SLA it supports, creating an SLA delivery risk The SLA needs to be made stricter Nothing is wrong; vendors typically perform better than contracted

Correct Answer:

The Underpinning Contract is weaker than the SLA it supports, creating an SLA delivery risk

Exam overview

About this Exam

Prepare with the ITIL 4 SLM Practice Questions - ITIL 4 Practitioner Service Level Management Exam practice quiz. This question bank includes 100 questions covering service, level, target, availability, and slas. Use it to review important concepts, identify knowledge gaps, and build confidence for the related exam, course, or assessment.

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ITIL 4 SLM Practice Questions - ITIL 4 Practitioner Service Level Management Exam

This practice set contains 100 questions from the matching question bank and focuses on service, level, target, availability, and slas. Work through each question carefully, review the provided solutions, and revisit topics that need more study before your next attempt.

This is an independent study resource intended for practice and review; it is not an official examination or an endorsement by any organization named in the title.

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ITIL 4 SLM Practice Questions - ITIL 4 Practitioner Service Level Management Exam

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