SLA & OLA Management in Incident Response Flashcards
7 cards from real CIM practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 7 SLA & OLA Management in Incident Response flashcards as text
What does OLA stand for in IT service management?
Answer: Operational Level Agreement
OLA stands for Operational Level Agreement, which is an internal agreement between support groups outlining their responsibilities toward each other in delivering services.
Which of the following best illustrates how an OLA supports an SLA?
Answer: The OLA establishes internal team response windows that collectively enable the overall SLA commitment to be met
OLAs define the internal response and resolution commitments between support groups, ensuring that when combined, they enable the provider to honor the customer-facing SLA.
An Underpinning Contract (UC) differs from an OLA in that a UC:
Answer: Is an agreement with an external third-party supplier rather than an internal team
An Underpinning Contract governs the relationship with external third-party suppliers (e.g., hardware vendors, ISPs), whereas an OLA governs internal support groups.
If an internal network team fails to meet its OLA target during an incident, the most likely consequence is:
Answer: The customer SLA may be breached as a downstream effect
Because OLAs underpin SLAs, a failure to meet an internal OLA target can cascade into a customer-facing SLA breach.
What is the recommended approach when an OLA between the incident management team and the database team is consistently being missed?
Answer: Review and renegotiate the OLA targets after root cause analysis of repeated misses
Consistent OLA misses should trigger a review and renegotiation process, informed by root cause analysis, to set realistic and achievable targets.
Which ITIL process is most directly responsible for negotiating and maintaining SLAs and OLAs?
Answer: Service Level Management (SLM)
Service Level Management (SLM) is the ITIL process responsible for negotiating, agreeing, documenting, monitoring, and reviewing SLAs and OLAs.
During a major incident, the incident manager should primarily use OLA data to:
Answer: Ensure each support group is working within agreed response windows and escalate if targets are at risk
During an active major incident, the incident manager uses OLA data to track internal team performance and proactively escalate when internal response windows are at risk.