ServiceNow Certified System Administration Practice

Which concept relates to how departments work together to deliver SLA?

1. Operational Level Agreement (OLA)

2. Management Service Agreement (MSA)

3. Service Level Objective (SLO)

4. Support Collaboration Model (SCM)

The correct answer is: Operational Level Agreement (OLA)

The correct choice is Operational Level Agreement (OLA) because it specifically refers to an agreement that defines the internal support processes within an organization to ensure that service level agreements (SLAs) are met. OLAs are crucial for delineating the responsibilities and expectations of different departments or teams as they work collaboratively to fulfill the commitments outlined in SLAs. It establishes a framework for cooperation between various internal entities, ensuring that they align their efforts and resources effectively to meet customer service expectations. In contrast, a Management Service Agreement (MSA) typically pertains to the relationship between a service provider and a client, focusing more on the overall service delivery and governance rather than the internal coordination among departments. Service Level Objectives (SLO) are specific targets within an SLA that measure performance but do not directly address inter-departmental cooperation. The Support Collaboration Model (SCM) may outline how teams interact but does not specifically emphasize the agreements required internally for SLA fulfillment like the OLA does. Hence, the OLA is the most relevant concept when discussing how departments collaborate to deliver SLA commitments.