What are three types of service agreements?

The correct answer identifies three distinct types of service agreements that are commonly used in IT service management and support environments: Service Level Agreements (SLA), Operational Level Agreements (OLA), and Underpinning Contracts (UC).

Service Level Agreements define the level of service expected from a service provider, setting forth specific metrics and responsibilities regarding service performance, availability, and quality. These agreements are critical for establishing clear expectations between service providers and their clients.

Operational Level Agreements complement SLAs by outlining the internal agreements between different teams within an organization that support the delivery of services. They define the responsibilities and expectations for interdepartmental support needed to meet the commitments made in the SLA.

Underpinning Contracts are agreements made with third parties that provide the resources necessary to support service delivery. These contracts ensure that external providers uphold the commitments required to meet the service levels outlined in SLAs.

Together, these three types of agreements create a framework that governs how services are provided and supported, ensuring accountability and clarity in the relationships between all parties involved.