ITPEC IP October 2018 Question 61
ITPEC IP October 2018 — Question 61 of 100
An SLA gives the provider and user a shared understanding of service content, scope, and minimum required levels. Defined targets, responsibilities, measurement methods, and reporting reduce ambiguity and provide a common basis for managing service expectations and performance.
Answer (b)
Why not others:
- invoice validation may be governed by pricing and contract terms beyond service levels
- fee negotiation after insufficient service is a possible remedy, not the central mutual benefit
- an SLA does not exist merely to shield the provider from excessive demands
Key rule: An SLA aligns both parties around measurable service commitments and how achievement of those commitments will be assessed.
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