What should be included in an agreed service level?

The correct choice encompasses the essential elements that define an effective service level agreement (SLA). Including unambiguous measurable characteristics and targets in a service level is crucial because it provides clarity and sets specific expectations for both the service provider and the customer. This specificity helps ensure that there is a common understanding of what service quality means and how it will be quantified.

Having measurable characteristics allows for performance to be evaluated objectively, which helps in managing service expectations. It enables stakeholders to assess whether service delivery meets the agreed standards and facilitates discussions around performance improvements if the targets are not met. For instance, if an SLA states that a service must be available 99.9% of the time, this is a clear, quantifiable target that allows both parties to determine compliance easily.

In contrast, other options do not encapsulate the necessary criteria for effective service levels. High-level service descriptors may provide a general overview, but they lack the specificity required for measurable performance evaluation. Similarly, focusing solely on characteristics that can be measured overlooks the importance of setting clear performance targets. While potential service improvements are beneficial to consider, they do not directly pertain to the established service levels and their performance measurement. Hence, the emphasis on clear, measurable characteristics and explicit targets is what makes