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PeopleCert ITIL 4 Foundation Exam - Topic 1 Question 101 Discussion

Which is a key requirement for a successful service level agreement?
A) It should be written in legal language
B) It should be simply written and easy to understand
C) It should be based on the service provider's view of the service
D) It should relate to simple operational metrics

PeopleCert ITIL 4 Foundation Exam - Topic 1 Question 101 Discussion

Actual exam question for PeopleCert's ITIL 4 Foundation exam
Question #: 101
Topic #: 1
[All ITIL 4 Foundation Questions]

Which is a key requirement for a successful service level agreement?

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Suggested Answer: A

The incident management practice aims to minimize the negative impact of incidents by restoring normal service operation as quickly as possible1.This practice involves logging, categorizing, prioritizing, investigating, resolving, and closing incidents2.The service desk practice provides a single point of contact for users and customers to report issues, make requests, or seek guidance1.This practice involves providing communication with users, capturing feedback, managing user satisfaction, and facilitating continual improvement3.Reference:ITIL Foundation - ITIL 4 Edition, page 14;ITIL 4 -- A Pocket Guide, page 32;ITIL 4 Practice Guide: Incident Management, page 7.


by Dominic at Dec 08, 2024, 11:55 AM

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Rima
7 months ago
D is crucial too, can't measure what you don't track!
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Brandon
8 months ago
Wait, are we really saying legal jargon is a no-go?
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Rosendo
8 months ago
A successful SLA needs to be straightforward, so B makes sense.
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Marvel
8 months ago
I disagree, legal language is important for clarity.
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Janella
8 months ago
B is definitely the way to go!
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Tyra
9 months ago
I thought it was important for the SLA to reflect the provider's perspective, but now I’m second-guessing if that’s really the key requirement.
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Alaine
9 months ago
I feel like we practiced a question similar to this, and it emphasized clarity over complexity. So, B might be the best answer.
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Chan
9 months ago
I remember discussing how legal jargon can confuse clients, but I'm not entirely sure if that's why B is important.
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Maile
9 months ago
I think the agreement needs to be easy to understand, so maybe option B is the right choice?
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Terrilyn
9 months ago
I'm a bit confused on this one. I know it has to do with the requirements for an SLA, but I'm not sure which one is the key one. I'll have to review my notes.
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Crista
9 months ago
I'm pretty confident the right answer is that it should be simply written and easy to understand. That seems like the most important thing for a successful SLA.
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Elvis
9 months ago
Hmm, I'm not sure about this one. I'll have to think it through carefully. Maybe it's about the legal language or the service provider's view?
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Desire
9 months ago
I think the key requirement is that it should be simply written and easy to understand. That makes the most sense to me.
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Galen
1 year ago
I wonder if the service provider's lawyer wrote option A. That's a sure-fire way to confuse everyone.
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Delpha
1 year ago
D) It should relate to simple operational metrics
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Gladys
1 year ago
B) I agree, legal language can be confusing
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Tequila
1 year ago
A) It should be simply written and easy to understand
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Gaynell
1 year ago
Operational metrics? Sounds like a surefire way to keep everyone on the same page. Simple and effective.
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Emmanuel
1 year ago
A) Agreed, it helps measure performance effectively
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Nathalie
1 year ago
D) It should relate to simple operational metrics
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Hannah
1 year ago
B) Exactly, that way there's no confusion
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Ruby
1 year ago
A) It should be simply written and easy to understand
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Aleshia
1 year ago
Option C? I'm pretty sure the customer's perspective matters a bit more than the provider's, don't you think?
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Titus
1 year ago
Option B is the clear winner here. Keeping things simple and easy to understand is key for a successful SLA.
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An
1 year ago
Definitely, it helps avoid any confusion and ensures both parties are on the same page.
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Gregg
1 year ago
I agree, having a simple and easy to understand SLA is crucial.
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Carmen
1 year ago
A legal-sounding SLA? Looks like the lawyers are taking over the IT world.
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Royal
1 year ago
But shouldn't it also relate to simple operational metrics to measure performance?
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Leah
1 year ago
I agree with Lawrence. If it's too complicated, it can lead to misunderstandings.
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Lawrence
1 year ago
I think the key requirement is for it to be simply written and easy to understand.
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