ServiceNow Certified System Administration Practice

Which of the following terms best describes the relationship between SLA, OLA, and UC?

1. Service Level Agreements

2. Operational Level Agreements

3. Underpinning Contracts

4. All of the above

The correct answer is: All of the above

The relationship between SLA, OLA, and UC is best described by the term "All of the above." Service Level Agreements (SLAs), Operational Level Agreements (OLAs), and Underpinning Contracts (UCs) are all interconnected elements within IT service management and contribute to the overall management of service levels and performance. SLAs define the expected service levels between a provider and a customer, outlining the metrics and obligations that must be met. OLAs are agreements within the internal environment of an organization that support the SLAs, establishing the responsibilities of various teams to ensure that the service level commitments are fulfilled. Underpinning Contracts are agreements that involve third-party vendors and are crucial for ensuring that external resources meet the required service levels to support the SLAs and OLAs. Each of these components plays a vital role in defining service expectations, operational capabilities, and contractual commitments, making the comprehensive term "All of the above" the most accurate descriptor of their relationship.