Which term describes a formal contract outlining the services provided to a customer?

The term that describes a formal contract outlining the services provided to a customer is a Service Level Agreement (SLA). An SLA clearly defines the expectations and responsibilities both of the service provider and the customer in terms of service delivery. It includes specifics such as the scope of services, performance metrics, and the timeframes within which services will be delivered. This document serves as a foundational aspect of service management, ensuring there is a mutual understanding of expectations, which helps in maintaining accountability for service quality.

In contrast, other options refer to different concepts. A service request relates to a user’s request for information or assistance, rather than outlining a formal agreement. An Operational Level Agreement (OLA) pertains to internal agreements within an organization, describing the commitments between different teams or departments on how they will support the delivery of services as per the SLA, rather than detailing the terms for customer service. Service Transition, meanwhile, is a phase in the service lifecycle focused on planning and managing the transition of new or changed services into operation, which does not pertain directly to a formal customer agreement.