ITIL · Question #52
In which document would you expect to see an overview of actual service achievements against targets?
The correct answer is D. SLA monitoring chart(SLAM). A SLAM chart (SLA Monitoring chart) is the specific tool used to display actual service performance results compared against agreed SLA targets at a glance.
Question
In which document would you expect to see an overview of actual service achievements against targets?
Options
- AOperational level agreement(OLA)
- BCapacity plan
- CService level agreement(SLA)
- DSLA monitoring chart(SLAM)
How the community answered
(48 responses)- B4% (2)
- C2% (1)
- D94% (45)
Why each option
A SLAM chart (SLA Monitoring chart) is the specific tool used to display actual service performance results compared against agreed SLA targets at a glance.
An operational level agreement (OLA) defines the agreed responsibilities and targets between internal teams; it does not report on actual performance achieved.
A capacity plan documents future capacity requirements and strategies, not a comparison of actual service performance against targets.
An SLA defines the agreed service level targets between the provider and customer but does not itself record actual achievements versus those targets.
A SLA Monitoring (SLAM) chart is designed specifically to provide a visual, at-a-glance overview of actual service achievements measured against agreed SLA targets, typically using a traffic-light color scheme. It is produced as part of the service level management process and is included in service reports to communicate performance to stakeholders.
Concept tested: ITIL SLAM chart for SLA performance reporting
Source: https://wiki.en.it-processmaps.com/index.php/Service_Level_Management#SLA_Monitoring_Chart_.28SLAM_Chart.29
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