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Exam ITILFND V4 All Questions

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Exam ITILFND V4 topic 1 question 117 discussion

Actual exam question from ITIL's ITILFND V4
Question #: 117
Topic #: 1
[All ITILFND V4 Questions]

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

  • 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
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Suggested Answer: B 🗳️
by Nene171 at Oct. 28, 2021, 10:33 a.m.

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Nene171
Highly Voted 3 years ago
The watermelon SLA effect means that metrics look green in the outside, but in fact are red in the inside. It happens when a service provider misses out business functionalities and outcomes that are important for the customer
upvoted 14 times
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bigpete975
Most Recent 2 years, 11 months ago
B is correct.
upvoted 3 times
...

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