The Difference Between a Service Level Agreement (SLA) and an Operational

question 189

Multiple Choice

The difference between a Service Level Agreement (SLA) and an Operational Level Agreement (OLA) is that:

• A) An SLA is legally binding, an OLA is a best efforts agreement
• B) An SLA defines the service to be provided, an OLA defines internal support needed to deliver the service
• C) An SLA defines Service Level Requirements, an OLA defines Service Level Targets
• D) An SLA is with an external customer, an OLA is with an internal customer

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Definitions:

Status

The relative social, professional, or other standing of someone or something within a society or organization.

Role

Describes the behavior and actions expected from an individual in a specific position or context within a social system.

Status-role Complex

A concept referring to the combination of social positions (status) an individual occupies and the expected behaviors (roles) associated with those positions.

Interaction

A process by which entities or individuals act upon and respond to each other, forming the basis of social relations and structures.