ITPEC IP April 2020 Question 62
ITPEC IP April 2020 — Question 62 of 100
A service level agreement documents the agreed quality, scope, responsibilities, and measurable targets between a service provider and customer. It turns service expectations into commitments that can be monitored and reviewed.
Answer (c)
Why not others:
- a service catalog lists available services and their descriptions
- service document is not the specific agreement defined here
- service level requirements express customer needs before they become the negotiated agreement
Key rule: SLR states desired service levels; the SLA records the service levels accepted by both parties.
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