Question

SLA, OLA and UC are configured in which module?

1) Incident Management
2) Problem Management
3) Change Management
4) d) Service Level Management

Answer 1

SLA, OLA, and UC are configured in the Service Level Management module, which is responsible for establishing and maintaining service level agreements and ensuring service level targets are achieved.

Step-by-step explanation:

The terms SLA (Service Level Agreement), OLA (Operational Level Agreement), and UC (Underpinning Contract) are all related to the management of service levels within IT Services. These are key components of Service Level Management (SLM), which is responsible for negotiating, agreeing upon, and documenting service levels, as well as monitoring and reporting their performance.

Among the options provided:

• Incident Management
• Problem Management
• Change Management
• Service Level Management

The correct module where SLA, OLA, and UC are configured is Service Level Management, which is option 4 in the question. Service Level Management's primary role is to ensure that the service level targets are met and to foster customer and business relationships by acting as a liaison between the IT service provider and the customer.