ITSM

[mahesh009]

What is the purpose of a Service Level Agreement (SLA)?

• A. To define the terms and conditions of a service provider-customer relationship
• B. To document the process of incident management
• C. To outline the roles and responsibilities of IT staff
• D. To establish the governance framework for an IT service

[Eshwar Reddy · Accepted solution]

A. To define the terms and conditions of a service provider-customer relationship

SLAs specify the expected level of service, including metrics for service performance, responsibilities of both parties, and remedies in case of service level breaches.

Please mark this response as Correct and Helpful if it helps you can mark more that one reply as accepted solution

[Sid_Takali · Accepted solution]

Hi @mahesh009 

• A. To define the terms and conditions of a service provider-customer relationship 

A service level agreement (SLA) is an outsourcing and technology vendor contract that outlines a level of service that a supplier promises to deliver to the customer. 

[AndersBGS · Accepted solution]

Hi @mahesh009 ,

The correct answer is: A.

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

Best regards

Anders

[Ravi Gaurav · Accepted solution]

Hi @mahesh009 

The correct answer is: A.

[VishaalRanS · Accepted solution]

Hi @mahesh009 

The correct answer is A. To define the terms and conditions of a service provider-customer relationship.

A Service Level Agreement (SLA) outlines the expected level of service between a service provider and a customer, including metrics for service performance and responsibilities of both parties.

Thanks, and Regards

Vishaal

Please mark this response as correct or helpful if it assisted you with your question.

[Sai Krishna6147 · Accepted solution]

Hi @mahesh009 

Answer is A.

Service Level Agreement is to define the terms and conditions of a service provider- customer relationship.

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

Regards

Sai Krishna

[Robbie · Accepted solution]

Hi @mahesh009,

As others have responded, the correct answer is A.

However, rather than just remembering a one-line, I'd suggest both checking the below link and definition from ServiceNow but I'd thoroughly recommend implementing and viewing SLA's on your PDI. SLA's are often overlooked byt play an integral part of the Incident (and other) process and service.

https://docs.servicenow.com/bundle/xanadu-it-service-management/page/product/service-level-managemen...

Create an SLA: https://docs.servicenow.com/bundle/xanadu-it-service-management/page/product/service-level-managemen...

To help others (or for me to help you more directly), please mark this response correct by clicking on Accept as Solution and/or Kudos.


Thanks, Robbie

[Sandeep Rajput · Accepted solution]

@mahesh009 Answer is 

• A. To define the terms and conditions of a service provider-customer relationship

[Dr Atul G- LNG · Accepted solution]

Hi @mahesh009 

Answer is A - To define the terms and conditions of a service provider-customer relationship

[Ayushi12 · Accepted solution]

Hi @mahesh009 
Answer: A
Service Level Agreement (SLA) : It is an agreement between Service provider and the Customer.

If my response proves useful, please indicate its helpfulness by selecting "Accept as Solution" and " Helpful."

Thanks!

[thullurishalini · Accepted solution]

Hi @mahesh009 

The purpose of a Service Level Agreement (SLA) is:

A. To define the terms and conditions of a service provider-customer relationship12.

SLAs specify the services to be provided, the expected level of performance, and how performance wil...12.
Please mark this response as Correct and Helpful if it helps you can mark more that one reply as accepted solution

[Eshwar Reddy · Accepted solution]

A. To define the terms and conditions of a service provider-customer relationship

SLAs specify the expected level of service, including metrics for service performance, responsibilities of both parties, and remedies in case of service level breaches.

Please mark this response as Correct and Helpful if it helps you can mark more that one reply as accepted solution

[Sid_Takali · Accepted solution]

Hi @mahesh009 

• A. To define the terms and conditions of a service provider-customer relationship 

A service level agreement (SLA) is an outsourcing and technology vendor contract that outlines a level of service that a supplier promises to deliver to the customer. 

[Jim Coyne]

Are you looking for an answer to a test?  Your questions and the fact you are giving multiple correct answers to your other questions are a little odd

[AndersBGS · Accepted solution]

Hi @mahesh009 ,

The correct answer is: A.

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

Best regards

Anders