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30/05/2022 5:08 pm
An SLA is a service level agreement.
Which describes the ‘watermelon SLA’ effect?
- A . A single SLA defines target service levels for multiple customer, so every customer sees reports about other customers’ experiences.
- B . The metrics in an SLA are focused on internal measures, so that reports show everything is good, while the customer is not satisfied.
- C . SLA targets change very frequently, so that each report includes new measures and trends cannot be analyzed.
- D . Introducing SLAs for a service enables customer to see that the service provider is doing a really good job, so this improves satisfaction.
Suggested Answer: B
Explanation:
Reference: https://www.bmc.com/blogs/itil-service-level-management/
Explanation:
Reference: https://www.bmc.com/blogs/itil-service-level-management/