Where are the details of the required performance outcomes of a service defined?
Where are the details of the required performance outcomes of a service defined?
The details of the required performance outcomes of a service are defined in Service Level Agreements (SLAs). SLAs are formal agreements between a service provider and a customer that outline the expected level of service, including performance metrics and responsibilities. They ensure that both parties have a clear understanding of service expectations and performance criteria.
Correct answer A
Correct answer is A
5.2.15.1 Some of the key requirements for successful SLAs include: ● They must be related to a defined ‘service’ in the service catalogue; otherwise they are simply individual metrics without a purpose, that do not provide adequate visibility or reflect the service perspective. ● They should relate to defined outcomes and not simply operational metrics. This can be achieved with balanced bundles of metrics, such as customer satisfaction and key business outcomes. ● They should reflect an ‘agreement’, i.e. engagement and discussion between the service provider and the service consumer. It is important to involve all stakeholders, including partners, sponsors, users, and customers. ● They must be simply written and easy to understand and use for all parties.
Correct answer is A
yes, correct A.