ITPEC IP April 2018 Question 61
ITPEC IP April 2018 — Question 61 of 100
An SLA is created to agree measurable service-quality levels between the outsourcing customer and the contractor. It can specify availability, response and recovery times, support hours, performance targets, reporting, responsibilities, and remedies when targets are missed.
Answer (d)
Why not others:
- an ASP provides applications as a service
- an ISP provides Internet connectivity or related services
- an RFP asks potential suppliers to submit proposals before selection
Key rule: A service level agreement defines and measures the service commitments accepted by provider and customer.
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