Service level agreements should focus on outcomes, not just activities.

Defining service levels based only on activities can lead to services that appear busy but do not deliver value.

Outcome-based service levels help ensure that services support customer objectives.

Service level agreements should be realistic, measurable, and clearly understood by all parties.

Regular review of service level agreements helps ensure they remain aligned with business needs.

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2. How This Applies to TakeCars (Car Rental Marketplace)

This video reinforces a core ITIL principle that is especially relevant for marketplaces: measuring the right thing.

a) Activity-based vs outcome-based SLAs at TakeCars

Activity-based SLAs (weak):

• Number of emails sent
• Tickets closed per day
• Messages replied to

These can be met while customers remain unhappy.

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Outcome-based SLAs (strong):

• Percentage of bookings confirmed within X time
• Percentage of trips completed without incidents
• Refunds completed within Y days
• Customer satisfaction after trip completion

These reflect real value.

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b) Why TakeCars must avoid activity-only thinking

A support team can:

• Close tickets quickly
• Send many messages

And still fail to:

• Resolve pickup issues
• Prevent cancellations
• Restore trust

ITIL explicitly warns against this trap.

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c) Practical TakeCars examples

• SLA: “Support responds within 2 hours”
  Activity-based, weak on its own
• SLA: “Pickup issues resolved before rental start time in 95% of cases”
  Outcome-based, value-focused

The second aligns directly with customer objectives.

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d) Exam-critical insight

If the exam asks:

“What should SLAs focus on?”

Correct answer:

• Outcomes
• Value
• Customer objectives

Answers focused only on effort or activity are incorrect.

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3. Key Things to Read / Remember Right Before the Exam

Outcome-based service levels (high probability)

• SLAs should focus on outcomes
• Activities alone do not guarantee value
• Measurable and realistic targets matter

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Common exam traps

• More activity equals better service → False
• SLAs should measure effort → False

Always choose:

• Outcome-oriented wording

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One-line memory hook

Busy services do not equal valuable services; outcomes define success.