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Exam ITILFND topic 1 question 236 discussion

Actual exam question from ITIL's ITILFND
Question #: 236
Topic #: 1
[All ITILFND Questions]

Which of the following BEST describes an operational level agreement (OLA)?

  • A. It contains targets that underpin those within an SLA to ensure that targets will not be breached by failure of the supporting activity.
  • B. It is an agreement between a supplier and another part of the same organization that assists with the provision of services.
  • C. It is a written agreement between a supplier and the IT customer(s), defining the key service targets and responsibilities of both parties.
  • D. It is a legally binding contract outlining services delivered to an IT service provider that underpin a service that provider delivers to its customers.
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Suggested Answer: B 🗳️
References: http://wiki.en.it-processmaps.com/index.php/Service_Level_Management
by tacihosi at April 5, 2025, 12:59 p.m.

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