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Question 117

An SLA is a service level agreement. Which describes the 'watermelon SLA' effect?

A single SLA defines target service levels for multiple customers, so every customer sees reports about other customers' experiences

The metrics in an SLA are focused on internal measures, so that reports show everything is good, while the customer is not satisfied

SLA targets change very frequently, so that each report includes new measures and trends cannot be analyzed

Introducing SLAs for a service enables customers to see that the service provider is doing a really good job, so this improves satisfaction

Correct Answer: B

The 'watermelon SLA' effect describes a situation where the metrics in a service level agreement (SLA) are focused on internal measures that indicate everything is going well (green on the outside), while the customer experiences issues and dissatisfaction (red on the inside). This creates a misleading impression of service quality.

Discussion

Nene171Option: B

The watermelon SLA effect means that metrics look green in the outside, but in fact are red in the inside. It happens when a service provider misses out business functionalities and outcomes that are important for the customer

bigpete975Option: B

B is correct.