Service Level Management

Taken from Cert-EX0-101
Related Exam: ITIL Cert-EX0-101 ITILCert: ITIL Foundation Certification in IT Service Management version 3

Which type of agreement specifies the level, scope, and quality of services to be provided to the customers?

Service Level Agreement (SLA)
Operational Level Agreement (OLA)
Service Level Requirement (SLR)
Service Failure Analysis (SFA)

A Service Level Agreement (SLA) specifies the level, scope, and quality of service to be provided to the customers. It is an agreement between the service provider and a customer.

An Operational Level Agreement (OLA) is an agreement between a service provider’s departments used to ensure that a service is provided and supported to the customer. OLAs are agreements between two departments of the same service provider.

A Service Level Requirement (SLR) documents the customer’s requirements for an aspect of an IT service. SLRs are used to agree on the service level targets.

A Service Failure Analysis (SFA) is a process that is used to identify underlying causes of one or more IT service failures.

References:

Office of Government Commerce. Foundations of IT Service Management Based on ITIL v3, Chapter 10: Functions and Processes in Service Design, 10.2 Service Level Management, pp. 196-199.

Office of Government Commerce. Service Design, Chapter 4: Service Design Processes, 4.2 Service Level Management, 4.2.6 Triggers, inputs, outputs, and interfaces, 4.2.6.2 SLM process outputs, pp. 75-76.