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

OLA stands for Operational Level Agreement, which is an internal agreement between support groups outlining their responsibilities toward each other in delivering services.

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

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.

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

An Underpinning Contract governs the relationship with external third-party suppliers (e.g., hardware vendors, ISPs), whereas an OLA governs internal support groups.

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

Because OLAs underpin SLAs, a failure to meet an internal OLA target can cascade into a customer-facing SLA breach.

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

Consistent OLA misses should trigger a review and renegotiation process, informed by root cause analysis, to set realistic and achievable targets.

(CIM) Certified Incident Manager Practice Test

(CIM) Certified Incident Manager Practice Test

CIM SLA & OLA Management in Incident Response 2