Exam N10-009 topic 1 question 356 discussion

A Service Level Agreement (SLA) is a formal document that outlines the expected level of service between a service provider and a customer. One of the key elements that should be included in an SLA is the identification of stakeholders. Stakeholders are the individuals or parties responsible for, or affected by, the delivery and receipt of the service. Clearly defining the stakeholders ensures accountability and establishes clear lines of communication. While aspects like patches and bug fixes, licensing, and inventory management may be important in broader IT operations or support agreements, they are not typically central components of an SLA unless specifically outlined. Instead, SLAs focus on service scope, performance metrics, responsibilities, and escalation procedures, making the inclusion of stakeholders essential for clarity and effective management of the agreement.