AnSLA’s section onestimated system response timesfocuses on ensuring the system meets performance expectations. Key factors for successful delivery include:
Technical specifications of the system (A):Defines the system’s capabilities (e.g., processing power, architecture) critical for response times.
Skills and knowledge of staff (C):Ensures the IT team can manage and optimize the system for performance.
Technical specifications of the IT infrastructure (D):Includes network, servers, and storage, which directly impact response times.
Price for the IT service (B)is not a direct factor in achieving system response times, as it relates to cost negotiation rather than technical performance. While budget may influence resource allocation, it’s not a key factor in delivering the SLA’s performance metrics.
[Reference:EPI CITM study guide, under Service Management, likely covers ITIL’s service level management, emphasizing factors affecting SLA performance metrics like response times. Refer to sections on SLA components or service delivery., ]
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