ITIL-FOUNDATION · Question #221
Which is the CORRECT list for the three levels of a multi-level Service Level Agreement (SLA)?
The correct answer is B. Corporate, Customer, Service. ITIL defines a three-level multi-level SLA structure covering the corporate, customer, and service tiers. Option B correctly names all three levels as defined in the ITIL framework.
Question
Which is the CORRECT list for the three levels of a multi-level Service Level Agreement (SLA)?
Options
- ATechnology, Customer, User
- BCorporate, Customer, Service
- CCorporate, Customer, Technology
- DService, User, IT
How the community answered
(34 responses)- A3% (1)
- B91% (31)
- D6% (2)
Why each option
ITIL defines a three-level multi-level SLA structure covering the corporate, customer, and service tiers. Option B correctly names all three levels as defined in the ITIL framework.
Technology is not a recognized level in the ITIL multi-level SLA structure; ITIL uses Corporate, Customer, and Service instead.
ITIL's multi-level SLA structure consists of Corporate level (covering generic SLA issues relevant to every customer across the organization), Customer level (covering issues relevant to a particular customer or business unit), and Service level (covering issues relevant to a specific service delivered to a specific customer). This three-tier hierarchy avoids duplication and reduces maintenance overhead.
Technology replaces the correct third level, which is Service, not Technology, making this combination incorrect.
Neither User nor IT are recognized levels in the ITIL multi-level SLA framework; ITIL specifies Corporate, Customer, and Service.
Concept tested: ITIL multi-level SLA structure and tiers
Source: https://www.axelos.com/certifications/itil-service-management/itil-4-foundation
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