ITIL-FOUNDATION · Question #271
A Service Level Agreement is?
The correct answer is B. An agreement between the Service Provider and their customer. A Service Level Agreement (SLA) is a formal agreement between a Service Provider and their customer defining service targets and mutual responsibilities.
Question
A Service Level Agreement is?
Options
- AThe part of a contract that specifies responsibilities of each party
- BAn agreement between the Service Provider and their customer
- CAn agreement between a Service Provider and an external supplier
- DAn agreement between the Service Provider and an internal organization
How the community answered
(20 responses)- B95% (19)
- D5% (1)
Why each option
A Service Level Agreement (SLA) is a formal agreement between a Service Provider and their customer defining service targets and mutual responsibilities.
Describing responsibilities of each party in a contract refers to elements of a legal or Underpinning Contract, not an SLA, which specifically focuses on service level targets.
Per ITIL, an SLA is an agreement between an IT Service Provider and a customer that describes the IT service, documents service level targets, and specifies the responsibilities of the Service Provider and the customer - making this the correct and complete definition.
An agreement between a Service Provider and an external third-party supplier is called an Underpinning Contract (UC), not an SLA.
An agreement between a Service Provider and an internal support organization (such as another IT team) is called an Operational Level Agreement (OLA), not an SLA.
Concept tested: ITIL Service Level Agreement definition and scope
Source: https://www.axelos.com/certifications/itil-service-management/itil-4-foundation
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