Which of the following is a key benefit of having a Service Level Agreement?

A key benefit of having a Service Level Agreement (SLA) is the establishment of clear performance metrics and responsibilities. An SLA outlines the specific services to be provided, the expected quality of those services, and the responsibilities of both the service provider and the client. This clarity helps ensure that all parties have a mutual understanding of what is expected, which can minimize confusion and disagreements.

By defining measurable performance criteria, such as response times, availability, and service quality, an SLA enables both parties to assess whether the service provider is meeting their obligations. This not only helps in holding the service provider accountable but also provides a framework for evaluating service effectiveness, identifying areas for improvement, and managing expectations consistently.

In contrast, options related to increased workload, fluctuating expectations, or even reduction in service delivery times do not capture the primary purpose of an SLA, which is fundamentally about establishing clear and enforceable standards for service delivery.