About SLA
A service-level agreement (SLA) defines the level of service expected by a customer from a supplier, laying out the metrics by which that service is measured, and the remedies or penalties, if any, should the agreed-on service levels not be achieved.
Types of Service Level Agreements
• Customer-based SLA. This type of agreement is used for individual customers and comprises all relevant services that a client may need, while leveraging only one contract.
• Service-based SLA. This SLA is a contract that includes one identical type of service for all of its customers.
• Multi-level SLA.
Why is SLA important?
An SLA can provide peace of mind to the client. They have a contract they can refer to that allows them to hold their service provider accountable and details exactly the type of service they expect. If agreed upon needs aren't met, they can mitigate some of the impacts by monetary compensation through their provider.
Who should take the SLA Exam?
• IT managers
• CIO
• IT support staff
• Help Desk staff
• Business customers
• IT service users
• System administrators
• IT engineers
• IT developers
Knowledge and Skills required for the SLA
Critical thinking and good communication skills helps candidate to gain quick success for career in sla.
SLA Practice Exam Objectives
SLA exam focuses on assessing your skills and knowledge in SLA design, performance and delivery.
SLA Practice Exam Pre-requisite
There are no prerequisites for the SLA exam.
SLA Certification Course Outline
1. SLAs and the objectives of the business
2. Management roles
3. Encompassing KPI
4. SLA performance
5. Service credits
6. Managing changing requirements
7. Benchmarking services
8. Establishing world class standards
Exam Format and Information
Certification name – SLA Certification
Exam duration – 60 minutes
Exam type - Multiple Choice Questions
Eligibility / pre-requisite - None
Exam language - English
Exam format - Online
Passing score - 25
Exam Fees - INR 1199
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