ITIL · Question #133
Which one of the following is the BEST description of a service-based service level agreement (SLA)?
The correct answer is D. An agreement that covers one service for all customers of that service. A service-based SLA covers a single service for all customers who consume that service, distinguishing it from customer-based and corporate-level SLAs in a multi-level structure.
Question
Which one of the following is the BEST description of a service-based service level agreement (SLA)?
Options
- AAn agreement with an individual customer group, covering all the services that they use
- BAn agreement that covers one service for a single customer
- CAn agreement that covers service specific issues in a multi-level SLA structure
- DAn agreement that covers one service for all customers of that service
How the community answered
(24 responses)- C4% (1)
- D96% (23)
Why each option
A service-based SLA covers a single service for all customers who consume that service, distinguishing it from customer-based and corporate-level SLAs in a multi-level structure.
Covering all services used by a specific customer group describes a customer-based SLA, not a service-based SLA.
An agreement for one service limited to a single customer resembles a customer-based SLA, not a service-based SLA which applies to all customers of the service.
While service-based SLAs do exist within a multi-level SLA structure, this description is too vague and does not define the key characteristic that it covers one service for all customers.
In ITIL, a service-based SLA is defined as an agreement covering one specific service for all customers of that service. This structure avoids duplication by maintaining common terms for all users of the same service rather than negotiating separately per customer group.
Concept tested: ITIL service-based SLA definition
Source: https://www.axelos.com/certifications/itil-service-management/itil-4-foundation
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