ITPEC IP October 2019 Question 58
Which of the following is a document where an arrangement is made between a system operator and a user on contents regarding a system, such as “the recovery from a failure shall be 3 hours or less”?
Explanation
Service level agreement — the document in which the provider of a service and its users agree measurable service targets such as recovery time.
An SLA states the level of service to be delivered in numbers both sides can check: availability, response time, support hours, and recovery from a failure within 3 hours. The operator then measures and reports against these targets as part of service level management.
Answer (a)
Why not others:
- •(b) Software detailed design document — describes the internal design of the programs for the developers; it is not an agreement with users about service
- •(c) Request for proposal (RFP) — sent by an orderer to vendors to ask for proposals before a system is procured, not an agreement on how a running system is operated
- •(d) Project charter — formally authorises a project and states its objectives and the project manager's authority; it concerns the project, not the operated service
Key rule: Service targets agreed between provider and customer go in the SLA; measuring and improving against them is service level management.
Service Management · AI-written, may contain errors
This question comes from an official ITPEC past paper. ITPEC Practice is an independent study tool and is not affiliated with ITPEC. See the official IP past-paper collection or Report an issue.