ITPEC IP October 2023 Question 60
ITPEC IP October 2023 — Question 60 of 100
An SLA gives provider and user a shared understanding of the service content, scope, responsibilities, and minimum required service levels. Clear measurable targets—such as availability, response time, support hours, and resolution time—reduce ambiguity and provide a common basis for monitoring and review.
Answer (b)
Why not others:
- (a) invoice validation may be supported by a contract but is not the central mutual merit of an SLA
- (c) an SLA defines expected service rather than merely enabling fee negotiation after inadequate performance
- (d) it does not exist to shield the provider from reasonable service demands; it records mutually agreed expectations
Key rule: The main value of an SLA is explicit, measurable, mutually understood service expectations.
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