ServiceNow Certified System Administration Practice

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Which of the following is a component of the SLA framework?

Operational Level Agreement (OLA)
Service Work Agreement (SWA)
Performance Engagement Contract (PEC)
Management Service Agreement (MSA)

The correct answer is: Operational Level Agreement (OLA)

The correct choice is indeed Operational Level Agreement (OLA). Within the context of the SLA (Service Level Agreement) framework, OLAs are essential agreements that define the internal services and the responsibilities between different departments or teams within an organization to support the delivery of services to customers. OLAs help ensure that all parties understand their roles and commitments, which directly impacts the ability to meet the terms outlined in the SLA. By coordinating internal activities, OLAs support the overall objectives of the SLA and help manage the expectations of service delivery. The other options, while they may relate to service agreements in various contexts, do not specifically represent components of the SLA framework as recognized in IT service management best practices. This is why OLA stands out as the valid choice in this scenario.