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ITIL-FOUNDATION · Question #304

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-tier multi-level SLA structure consisting of Corporate, Customer, and Service levels, each covering a progressively narrower scope of agreement.

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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

(33 responses)
  • A
    3% (1)
  • B
    88% (29)
  • C
    3% (1)
  • D
    6% (2)

Why each option

ITIL defines a three-tier multi-level SLA structure consisting of Corporate, Customer, and Service levels, each covering a progressively narrower scope of agreement.

ATechnology, Customer, User

Technology and User are not defined tiers in the ITIL multi-level SLA model; the correct tiers are Corporate, Customer, and Service.

BCorporate, Customer, ServiceCorrect

The Corporate level addresses generic SLA terms applicable to all customers across the entire organization. The Customer level covers all SLA issues relevant to a specific customer or business unit regardless of which service is used. The Service level covers the detailed terms for a particular service as delivered to a specific customer group, enabling targeted and precise service commitments.

CCorporate, Customer, Technology

While Corporate and Customer are correct, Technology is not an ITIL SLA level - the third tier is Service, which addresses specific service agreements for specific customer groups.

DService, User, IT

Service, User, and IT do not correspond to any defined ITIL SLA hierarchy; User and IT are not recognized SLA tiers within the ITIL framework.

Concept tested: ITIL multi-level SLA three-tier structure

Source: https://www.axelos.com/best-practice-solutions/itil

Topics

#SLA structure#multi-level SLA#service level management#corporate customer service

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