Practice Quiz

IT Service Management Foundation Practice Test

Category - ITIL

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What is an agreement between internal groups designed to support the IT service provider’s service delivery?
  1. Operational Level Agreement (OLA)
  2. Service Level Agreement (SLA)
  3. Service Level Requirement (SLR)
  4. Underpinning Contract
Explanation
Answer: A - Operational Level Agreement (OLA) is an agreement between internal groups designed to support the IT service provider’s service delivery.

Key Takeaway: Service Level Management is responsible for negotiating SLAs and OLAs whereas Supplier Management is responsible for negotiating UCs with the external suppliers. It’s important for there to be communication between the two processes to ensure the UCs align to and support the SLAs.
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