Question

A service level manager is drafting a new SLA for an internal email service. The current draft focuses entirely on server uptime percentages measured at the data center. Users, however, keep complaining that email 'doesn't work' even when the uptime reports show 99.9% availability. According to ITIL 4, what characteristic should the manager add to make this a good SLA?

Accepted Answer

The SLA should be based on outcomes and reflect the user's experience of the service rather than isolated technical metrics

Answer

The SLA should include more individual component metrics so every server and device is measured separately

Answer

The SLA should set uptime targets higher, to 100%, so users have no reason to complain

Answer

The SLA should remove all measurable targets and rely on periodic user satisfaction surveys instead