CIM SLA & OLA Management in Incident Response 2

Question 1

What does OLA stand for in IT service management?

Accepted Answer

Operational Level Agreement

Answer

Outage Log Analysis

Answer

Organizational Lifecycle Assessment

Answer

On-call Liaison Arrangement

Question 2

Which of the following best illustrates how an OLA supports an SLA?

Accepted Answer

The OLA establishes internal team response windows that collectively enable the overall SLA commitment to be met

Answer

The OLA defines what the customer is billed for SLA breaches

Answer

The OLA replaces the SLA when an incident escalates to P1

Answer

The OLA is signed by the customer to acknowledge SLA terms

Question 3

An Underpinning Contract (UC) differs from an OLA in that a UC:

Accepted Answer

Is an agreement with an external third-party supplier rather than an internal team

Answer

Applies only to P1 and P2 incidents

Answer

Defines the customer's responsibilities during an incident

Answer

Is used exclusively for cloud-based services

Question 4

If an internal network team fails to meet its OLA target during an incident, the most likely consequence is:

Accepted Answer

The customer SLA may be breached as a downstream effect

Answer

The customer SLA is automatically paused

Answer

The incident is downgraded to a lower priority

Answer

The OLA is voided and the incident is closed

Question 5

What is the recommended approach when an OLA between the incident management team and the database team is consistently being missed?

Accepted Answer

Review and renegotiate the OLA targets after root cause analysis of repeated misses

Answer

Remove the database team from the OLA entirely

Answer

Automatically escalate all future incidents to P1

Answer

Replace OLAs with informal verbal agreements

Question 6

Which ITIL process is most directly responsible for negotiating and maintaining SLAs and OLAs?

Accepted Answer

Service Level Management (SLM)

Answer

Problem Management

Answer

Availability Management

Answer

Capacity Management

Question 7

During a major incident, the incident manager should primarily use OLA data to:

Accepted Answer

Ensure each support group is working within agreed response windows and escalate if targets are at risk

Answer

Draft the post-incident report for the customer

Answer

Calculate financial penalties owed to the customer

Answer

Determine whether to invoke the business continuity plan