ITPEC IP April 2020 Question 62
When a contract is signed between a user organization and an IT service provider, which of the following is the document that describes the consensus between the two parties in order to define the quality and scope of services?
Explanation
Service level agreement — the document in which the provider and the user organization record the agreed quality and scope of the service.
An SLA is written between the IT service provider and its customer when the service contract is made. It defines the services covered, the service levels both sides accept (availability, response time, time to restore after an incident, support hours), how they are measured and reported, and the responsibilities of each party. Because both sides sign it, it is the consensus against which the service is later monitored and reviewed.
Answer (c)
Why not others:
- •(a) Service catalog — a list of the services the provider offers, with their descriptions, for customers to choose from; it is the provider's menu, not an agreement between two parties
- •(b) Service document — not a defined term in IT service management; no specific document of that name records the agreed service levels
- •(d) Service level requirements — the customer's statement of the service levels it wants; they are an input to negotiating the SLA, not the agreement both sides reached
Key rule: Requirements (SLR) come from the customer, the catalog comes from the provider, and the SLA is what the two agree on; service levels are measured against the SLA.
Service Management · AI-written, may contain errors
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