ITIL 4 Foundation — Question 104

An SLA is a service level agreement. Which describes the 'watermelon SLA' effect?

Answer options

• A. A single SLA defines target service levels for multiple customers, so every customer sees reports about other customers' experiences
• B. The metrics in an SLA are focused on internal measures, so that reports show everything is good, while the customer is not satisfied
• C. SLA targets change very frequently, so that each report includes new measures and trends cannot be analyzed
• D. Introducing SLAs for a service enables customers to see that the service provider is doing a really good job, so this improves satisfaction

Correct answer: B

Explanation

The correct answer, B, highlights that 'watermelon SLA' refers to the situation where internal metrics look good, but customer satisfaction is low. Options A, C, and D do not accurately capture this phenomenon, as they focus on customer visibility of reports, frequent changes in targets, and perceived provider performance, respectively.