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Service Level Agreements (SLAs) Quiz

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1. What is the primary purpose of a Service Level Agreement (SLA) in IT service management?

2. Which of the following is NOT typically included in a Service Level Agreement (SLA)?

3. What does the term 'uptime' refer to in the context of Service Level Agreements (SLAs)?

4. Which of the following best describes a 'response time' metric in an SLA?

5. In the context of SLAs, what is meant by 'availability'?

6. Which component of an SLA specifies the consequences for failing to meet agreed-upon service levels?

7. How is the 'Mean Time to Repair' (MTTR) metric used in Service Level Agreements (SLAs)?

8. Which of the following metrics would likely be included in an SLA to measure the quality of customer service?

9. What role does the 'Review Period' play in a Service Level Agreement (SLA)?

10. In an SLA, how is the term 'Service Desk Availability' best described?