During a quarterly review, the IT director asks the service desk supervisor to draft an internal service-level agreement (SLA) between the help desk and business units. Which objective is the PRIMARY reason organizations create this type of document?
Define measurable response and resolution targets that align IT support performance with business expectations
Provide legal grounds for pursuing external customers who fail to pay for services
Guarantee vendors will replace defective equipment within OEM warranty periods
Eliminate the need for ticket categorization and severity codes in the help-desk system
An internal SLA spells out specific, measurable performance targets-such as response and resolution times-so that both the support team and the business know what level of service to expect. This alignment drives accountability and makes it possible to gauge whether the help desk is meeting business needs. Hardware replacement guarantees, legal recourse against external customers, and removing ticket-tracking details are not functions of an internal SLA.
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