ITIL Foundation V4 Exam Questions and Answers sample tests – Question117

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

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

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