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PeopleCert ITIL 4 Foundation Exam - Topic 6 Question 122 Discussion

Why should a service level agreement include bundles of metrics?
D) To help focus on business outcomes, rather than operational result.
A) To ensure that the service levels have been agreed with customers
B) To reduce the number of metrics that need to be measured and reported
C) To ensure that all services are included in the service reports

PeopleCert ITIL 4 Foundation Exam - Topic 6 Question 122 Discussion

Actual exam question for PeopleCert's ITIL 4 Foundation exam
Question #: 122
Topic #: 6
[All ITIL 4 Foundation Questions]

Why should a service level agreement include bundles of metrics?

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Suggested Answer: D

Individual metrics without a specified service context are unhelpful.They should relate to defined outcomes and not simply operational metrics. This can be achieved with balanced bundles of metrics, such as customer satisfaction and key business outcomes.

https://www.bmc.com/blogs/itil-service-level-management/#:~:text=Service%20Level%20Agreements%20(SLAs)&text=Individual%20metrics%20without%20a%20specified,satisfaction%20and%20key%20business%20outcomes.


by Norah at May 01, 2026, 10:18 PM

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Karan
1 day ago
Wait, are we sure all services can be included?
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Annelle
6 days ago
Totally agree, it simplifies reporting too!
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Leatha
12 days ago
Bundles of metrics help align with customer expectations.
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Terina
17 days ago
I thought including all services in reports was important too, but I can't recall if that directly relates to bundles of metrics.
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Johnna
2 months ago
I believe focusing on business outcomes is crucial, so maybe option D is the best choice here, but I could be mixing it up with another topic.
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Royal
2 months ago
I remember a practice question that mentioned reducing the number of metrics could simplify reporting, but I feel like that's not the most important aspect.
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Alethea
2 months ago
I think including bundles of metrics helps ensure that service levels are agreed upon with customers, but I'm not entirely sure if that's the main reason.
upvoted 0 times
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