ITPEC IP October 2025 Question 62
ITPEC IP October 2025 — Question 62 of 100
SLM monitors and reviews service performance against quantitative SLA targets — measurement shows whether the agreed levels are being achieved.
Service Level Management establishes shared expectations, records measurable targets in SLAs, reports actual results, reviews them with customers, and drives continual improvement. It manages service quality throughout the relationship rather than merely producing an agreement.
Answer (b)
Why not others:
- (a) improvement is not secondary; continual improvement is part of effective SLM
- (c) creating the SLA is a means, not the final objective; delivering appropriate service value remains the goal
- (d) targets should balance customer needs, business value, cost, and feasibility, not be deliberately easy
Key rule: An SLA defines measurable promises; SLM agrees, monitors, reviews, reports, and improves performance against them.
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