ServiceNow Certified Implementation Specialist – Customer Service Management — Question 224
What is the term for a formal agreement between a service provider and a customer that provides the customer with an expectation of service within a known timescale?
Answer options
- A. Service Level Agreement
- B. Service Entitlement Agreement
- C. Contractual Service Agreement
- D. Operational Service Agreement
Correct answer: A
Explanation
The correct answer is A, Service Level Agreement, as it specifically defines the expected level of service between a provider and a customer. The other options, while related to service agreements, do not necessarily imply the same formalized expectations of service levels within a specified timeframe.