Governance of Enterprise IT (CGEIT) Certification Practice Exam

Which of the following best describes the role of service level agreements (SLAs)?

1. To define internal IT policies

2. To establish expectations of service performance

3. To assess employee performance

4. To document project requirements

The correct answer is: To establish expectations of service performance

The role of service level agreements (SLAs) is primarily to establish expectations of service performance between a service provider and a customer. SLAs are formal documents that outline the agreed-upon metrics for service delivery, including response times, uptime, and quality of service. They serve as a benchmark for evaluating whether the service provider is meeting their obligations and enable both parties to understand their responsibilities. By clearly defining these expectations, SLAs play a crucial role in managing and measuring service delivery, which helps to ensure satisfaction for both the service provider and the client. They also provide a framework for accountability, as performance can be monitored against the stipulated terms. This clarity can prevent misunderstandings and disputes regarding service delivery, making SLAs an essential component in service management and governance.