ServiceNow Certified System Administration Practice

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What would typically be measured by operational SLA?

Internal team performance
Customer satisfaction ratings
Service cost implications
Service delivery interruptions

The correct answer is: Internal team performance

Operational SLAs, or Service Level Agreements, primarily focus on the internal aspects of service delivery, specifically the metrics related to the performance of internal teams. These agreements set clear expectations regarding the efficiency and effectiveness of internal processes that support the overall service delivery. By measuring internal team performance, organizations can evaluate how well teams are meeting the predefined parameters such as response times, resolution times, and resource allocation efficiency, ensuring that the teams are functioning optimally to support customer-facing services. In the context of the other options, customer satisfaction ratings typically reflect customer feedback and perceptions rather than internal performance metrics. Service cost implications involve financial aspects and budgeting considerations, which are not the primary concern of operational SLAs. Lastly, service delivery interruptions pertain to the reliability and accessibility of services, which might be measured under operational resilience or service continuity frameworks rather than directly through operational SLAs.