ITIL-FOUNDATION · Question #475
Which is the CORRECT list of the three levels of a multi-level service level agreement (SLA)?
The correct answer is B. Corporate, customer, service. A multi-level SLA in ITIL is structured across three tiers: corporate, customer, and service. This structure avoids duplication while covering different scopes of service commitments.
Question
Which is the CORRECT list of 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
(50 responses)- A2% (1)
- B90% (45)
- C2% (1)
- D6% (3)
Why each option
A multi-level SLA in ITIL is structured across three tiers: corporate, customer, and service. This structure avoids duplication while covering different scopes of service commitments.
'Technology' is not a defined level in ITIL's multi-level SLA structure; 'user' also replaces a correct tier incorrectly.
ITIL defines the three levels as corporate (organization-wide issues applicable to all customers), customer (issues relevant to a particular customer group), and service (issues specific to an individual service delivered to a particular customer group) - this three-tier model allows flexible and non-redundant SLA management.
'Technology' is not a recognized level in the ITIL multi-level SLA framework; the correct third level is 'service', not technology.
'Service, user, IT' does not match any recognized ITIL SLA tier model and omits the corporate and customer levels.
Concept tested: ITIL multi-level SLA three-tier structure
Source: https://wiki.en.it-processmaps.com/index.php/Service_Level_Management#Multi-Level_SLAs
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