MCQ IN COMPUTER SCIENCE & ENGINEERING

Detailed explanation-1: -What’s in an SLA? The SLA should include not only a description of the services to be provided and their expected service levels, but also metrics by which the services are measured, the duties and responsibilities of each party, the remedies or penalties for breach, and a protocol for adding and removing metrics.

Detailed explanation-2: -Explanation: Answer option B is correct. A Service Level Agreement (SLA) is a part of a service contract where the level of service is formally defined. It is a negotiated agreement between two parties where one is the customer and the other is the service provider.

Detailed explanation-3: -A service-level agreement (SLA) sets the expectations between the service provider and the customer and describes the products or services to be delivered, the single point of contact for end-user problems, and the metrics by which the effectiveness of the process is monitored and approved.

Detailed explanation-4: -ITIL focuses on three types of options for structuring SLA: Service-based, Customer-based, and Multi-level or Hierarchical SLAs.