What does Service Level Agreement (SLA) refer to?

Prepare for the ITIL Service Operation Exam with comprehensive multiple choice questions and flashcards. Each study question includes detailed explanations and hints. Ace your exam with tailored prep!

Service Level Agreement (SLA) is a formalized document that outlines the expected service levels agreed upon between a service provider and a customer. It serves as a crucial component of the service management process by defining the specific services to be provided, the expected quality of those services, and the metrics by which that quality will be measured. This makes it a vital tool for setting clear expectations and ensuring accountability in service delivery.

By articulating specific performance targets, such as response times, availability, and resolution times, SLAs provide a framework for both the provider and the customer to understand their rights and responsibilities. This mutual understanding helps to enhance customer satisfaction and align the provider’s services with the customer's needs.

The other choices do not encompass the primary purpose of an SLA: a service performance report offers insights on past performance but does not set expectations; a tool for managing incidents focuses on resolving current issues rather than defining service expectations; and a policy for accessing IT services deals with authorization and access rather than the quality or performance of the services themselves.

Subscribe

Get the latest from Examzify

You can unsubscribe at any time. Read our privacy policy