ITPEC IP April 2022 Question 58
When the operation of an information system is outsourced, which of the following is created in order to agree on the quality level for the service to be provided between the outsourcing party and the contractor?
Explanation
SLA (service level agreement) — the document in which the outsourcing party and the contractor agree the quality level of the service to be provided.
When system operation is outsourced, the customer and the provider write down measurable targets for the service: availability, operating hours, response and recovery times for incidents, how performance is reported, and what happens when a target is missed. That agreement is the SLA, and the provider's service level management then keeps the service at the agreed levels.
Answer (d)
Why not others:
- •(a) ASP — an application service provider, a business that offers applications over the network; it is a kind of provider, not an agreement on service quality
- •(b) ISP — an Internet service provider, a business that connects customers to the Internet
- •(c) RFP — a request for proposal, sent to candidate vendors before one is selected; it asks for proposals rather than recording an agreed service level
Key rule: An RFP comes before the contract and asks vendors to propose; an SLA is part of the agreement and fixes the measurable service levels the provider must meet.
Service Management · AI-written, may contain errors
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