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?

ATo ensure that the service levels have been agreed with customers

BTo reduce the number of metrics that need to be measured and reported

CTo ensure that all services are included in the service reports

DTo help focus on business outcomes, rather than operational result.

Show Suggested Answer

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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