IT Service Management Foundation Practice Test

Answer: B - The most important aspect of a Service Level Agreement (SLA) is that it is measurable.

Key Takeaway: A Service Level Agreement (SLA) is important to ensure that all parties understand its contents. Avoiding unnecessary language and technical details helps reduce confusion. With joint understanding the SLA can be used to manage quality and not just for determining penalties for non-performance. This puts the SLA in the middle of fostering a strong relationship between the IT Service provider and customers.