ITIL · 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 is specifically the agreement between a service provider and their customer, distinguishing it from OLAs and underpinning contracts.
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
(24 responses)- A4% (1)
- B88% (21)
- C8% (2)
Why each option
A Service Level Agreement is specifically the agreement between a service provider and their customer, distinguishing it from OLAs and underpinning contracts.
Specifying responsibilities of each party is a component found within an SLA or contract, not a definition of what an SLA is as a distinct agreement type.
ITIL defines an SLA as a written agreement between an IT service provider and a customer that describes the IT service, documents service level targets, and specifies the responsibilities of both parties. This definition explicitly identifies the customer as the other party, which is what differentiates an SLA from an OLA or underpinning contract.
An agreement between a service provider and an external supplier is an Underpinning Contract (UC), not a Service Level Agreement.
An agreement between a service provider and an internal organization or support group is an Operational Level Agreement (OLA), not an SLA.
Concept tested: ITIL SLA definition versus OLA and underpinning contract
Source: https://www.axelos.com/resource-hub/white-paper/itil-glossary-and-abbreviations
Topics
Community Discussion
No community discussion yet for this question.