ITIL-FOUNDATION · Question #142
Which of the following is the BEST description of a service-based service level agreement (SLA)?
The correct answer is A. The SLA covers one service, for all the customers of that service. A service-based SLA is structured around a single service and applies uniformly to all customers who consume that specific service.
Question
Which of the following is the BEST description of a service-based service level agreement (SLA)?
Options
- AThe SLA covers one service, for all the customers of that service
- BThe SLA covers an individual customer group for all services they use
- CAn SLA that covers all customers for all services
- DAn SLA for a service with no customers
How the community answered
(17 responses)- A88% (15)
- C6% (1)
- D6% (1)
Why each option
A service-based SLA is structured around a single service and applies uniformly to all customers who consume that specific service.
A service-based SLA covers one specific service and applies to every customer who uses it, allowing a single agreement to be maintained rather than separate agreements per customer. This simplifies management when many customers consume the same service under the same terms. It is distinct from a customer-based SLA, which is tailored to an individual customer group across all their services.
Covering an individual customer group for all services they use describes a customer-based SLA, not a service-based SLA.
Covering all customers for all services describes a multi-level or corporate-level SLA structure, not a service-based SLA.
An SLA requires both a service and customers to govern; a service with no customers has no basis for any SLA agreement.
Concept tested: ITIL SLA types - service-based structure
Source: https://www.axelos.com/resource-hub/best-practice-guidance/itil
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