Questions: 140 Which of the following-is a necessity to a successful service level agreement (SLAs)? A The language and terms used in the SLA should be commonly understood by all parties B Base the SLA on system-based metrics that are useful to the service provister C. In order to promote consistent service, they should be carried forward, unchanged, from one year to the next D Vague targets, such as those related to user experience, should be avoided

The answer is A: The language and terms used in the SLA should be commonly understood by all parties.

Explanation for each option:

A. The language and terms used in the SLA should be commonly understood by all parties.

• Correct. Clear and commonly understood language ensures that all parties involved have the same understanding of the terms and conditions, which is crucial for the effective implementation and management of the SLA.

B. Base the SLA on system-based metrics that are useful to the service provider.

• Incorrect. While system-based metrics are important, an SLA should be based on metrics that are meaningful and beneficial to both the service provider and the customer. It should reflect the customer's needs and expectations as well.

C. In order to promote consistent service, they should be carried forward, unchanged, from one year to the next.

• Incorrect. SLAs should be reviewed and updated regularly to reflect changes in business needs, technology, and service requirements. Keeping them unchanged can lead to outdated agreements that no longer serve the interests of either party.

D. Vague targets, such as those related to user experience, should be avoided.

• Partially correct. While it is true that vague targets should be avoided, user experience metrics can be very important. The key is to define these targets clearly and measurably. For example, instead of saying "improve user experience," an SLA might specify "achieve a user satisfaction score of 90% or higher."

In summary, the most critical necessity for a successful SLA is that the language and terms are commonly understood by all parties involved, ensuring clarity and mutual agreement.