Information Technology Infrastructure Library (ITIL) Foundation Practice Exam

Which of the following provides an overview of performance against all SLA targets?

1. OLA chart

2. SLAM chart

3. RAG status

4. Underpinning contract performance

The correct answer is: SLAM chart

The SLAM chart is an effective tool for providing an overview of performance against all Service Level Agreement (SLA) targets. It includes visual indicators that represent whether the actual performance is on track to meet the agreed-upon service levels. This chart typically uses color coding to signify statuses such as "meeting," "at risk," or "below target," allowing for quick assessments of service delivery performance. The SLAM chart effectively consolidates SLA performance data into a single view, making it easier for stakeholders to understand service status at a glance. This clear visualization aids in monitoring compliance with service agreements and identifying any areas requiring attention or improvement. In contrast, other options such as OLA charts focus more on Operational Level Agreements specific to internal processes rather than a comprehensive view of SLA performance. RAG status can indicate overall project or service health but does not provide the detailed SLA performance metrics that the SLAM chart offers. Underpinning contract performance relates to contracts supporting SLAs but doesn't summarize SLA targets directly. Thus, the SLAM chart stands out as the most appropriate choice for overseeing SLA target performance effectively.