A customer has engaged a company to improve the availability of all of the customer’s services
and applications, enabling the customer to minimize downtime to a few hours per quarter. Which
of the following will document the scope of the activities the company will provide to the customer,
including the intended outcomes?
A.
MLA
B.
MOU
C.
SOW
D.
SLA
Explanation:
C is the best answer. A Statement of Work (SOW) includes scope, details of all deliverables, dates, services, level of effort, requirements, etc.
D is not the best answer. Even though the question mentions improving availability and SLAs are usually about guarantees of performance. An SLA is usually in place when the customer does not own/maintain the product at all and is essentially leasing everything including the product, licenses, maintenance, etc.
The time to read or pay a visit to the subject material or sites we’ve linked to below.