Where would an IT service for the customer normally be defined?

A.
in the IT Framework

B.
in the Operational Level Agreement (OLA)

C.
in the Service Catalog or the Service Level Agreement (SLA)

D.
in the Service Report

Explanation:

A) Incorrect. The IT Framework provides a structure for service management but would not define
the service itself.
B) Incorrect. The OLA would define a support arrangement behind the prime customer service.
C) Correct. The Service Catalog or the SLA would define the service for the customer.
D) Incorrect. The Service Report would provide details of service performance not define the service.