CSSLP · Question #311
Which of the following are Service Level Agreement (SLA) structures as defined by ITIL? Each correct answer represents a complete solution. Choose all that apply.
The correct answer is B. Service Based D. Customer Based E. Multi-Level. ITIL defines three primary SLA structures: Service-based (covering one service for all customers), Customer-based (covering all services for one customer), and Multi-level (combining aspects of both for different organizational levels).
Question
Which of the following are Service Level Agreement (SLA) structures as defined by ITIL? Each correct answer represents a complete solution. Choose all that apply.
Options
- AComponent Based
- BService Based
- CSegment Based
- DCustomer Based
- EMulti-Level
How the community answered
(29 responses)- A3% (1)
- B93% (27)
- C3% (1)
Why each option
ITIL defines three primary SLA structures: Service-based (covering one service for all customers), Customer-based (covering all services for one customer), and Multi-level (combining aspects of both for different organizational levels).
'Component Based' is not a recognized ITIL SLA structure; ITIL focuses on service, customer, and multi-level agreements.
A Service-based SLA covers one specific service for all customers, defining the service level requirements for that particular service.
'Segment Based' is not a defined ITIL SLA structure; ITIL categorizes SLAs by the service, the customer, or a multi-level approach.
A Customer-based SLA covers all the services used by one specific customer group, consolidating their service level requirements into a single agreement.
A Multi-level SLA structure is typically hierarchical, with corporate, customer, and service levels, allowing for different levels of detail and applicability across the organization.
Concept tested: ITIL Service Level Agreement (SLA) structures
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