In ITIL, which concept ensures that service targets are met?

The concept that ensures service targets are met in ITIL is Service Level Management. This area focuses specifically on negotiating, defining, and managing the service level agreements (SLAs) that outline the expected service performance and quality metrics. By emphasizing the establishment of clear expectations between service providers and customers, Service Level Management plays a crucial role in aligning service delivery with customer needs and business objectives.

Furthermore, this practice involves continuously monitoring the service performance against the agreed targets and taking corrective actions if the service fails to meet those targets. It also includes reporting on service performance, ensuring that any issues are communicated effectively to stakeholders, and making recommendations for improvements where necessary.

In the context of ITIL, while other areas like Service Design and Service Operation play important roles in creating and delivering services, they do not focus as directly on the measurement and assurance of service targets as Service Level Management does. Service Strategy deals with aligning IT services with business goals, but it does not directly engage in meeting service targets once the services are operational. Therefore, Service Level Management is distinctly positioned as the practice dedicated to ensuring service targets are met.