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Which practice coordinates the classification, ownership and communication of service requests and incidents?
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Question 501 - ITILFND-V4 discussion

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Which is a key requirement for successful service level agreements (SLAs)?

A.
They should be written using language and terms which all parties will understand
Answers
A.
They should be written using language and terms which all parties will understand
B.
They should be based on system-based metrics which are useful to the service provider
Answers
B.
They should be based on system-based metrics which are useful to the service provider
C.
They should be carried forward, unchanged, 'rom one year to the next to enable uunsisleni service
Answers
C.
They should be carried forward, unchanged, 'rom one year to the next to enable uunsisleni service
D.
They should avoid ambiguous targets such as those relating to user experience
Answers
D.
They should avoid ambiguous targets such as those relating to user experience
Suggested answer: A

Explanation:

An SLA is defined as a documented agreement between a service provider and a customer that identifies both services required and the expected level of service.

SLAs are used to measure the performance of services from the customer's point of view, and it is important that they are agreed in the wider business context.

Some of the key requirements for successful SLAs include:

They must be related to a defined 'service' in the service catalogue. Individual metrics without a specified service context are unhelpful.

They should relate to defined outcomes and not simply operational metrics. This can be achieved with balanced bundles of metrics, such as customer satisfaction and key business outcomes.

They should reflect an 'agreement': an engagement and discussion between the service provider and the service consumer. It is important to involve all stakeholders, including partners, sponsors, users, and customers.

They must be simply written and easy to understand and use for all parties.

https://www.bmc.com/blogs/itil-service-levelmanagement/#:~:text=Service%20Level%20Agreements%20(SLAs)&text=Some%20of%20the%20key%20requirements,and%20not%20simply%20operational%20metrics.

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asked 18/09/2024
Thomas Lichtenberger
30 questions
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