CIPS Exam L4M3 Topic 10 Question 57 Discussion

Actual exam question for CIPS's L4M3 exam

Question #: 57
Topic #: 10

[All L4M3 Questions]

If service level agreement is used as a schedule that makes up the contract, it will be most likely to be a part of...?

APricing arrangement

BPerformance management framework

CExclusion of liabilities

DSpecifications

Show Suggested Answer

Suggested Answer: B

If a service level agreement is used as a schedule to a contract, it will generally have the following contents:

- Service definitions. If the service information is provided by the specification, SLA should only refer to the specification to avoid any inconsistencies.

- Details on how to measure KPIs, who will measure KPIs

- Minimum requirements or targets

- Remedies if the minimum requirements are not met

...

Since SLA often lists out the KPI targets, consequences for not meeting the KPI targets and remedies to situation of poor performance, it is a part of performance management.

LO 2, AC 2.2

by Michal at Apr 04, 2025, 12:38 PM

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Gladys

3 days ago

I think it would be part of performance management framework.

upvoted 0 times

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