ITIL · 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 covers a single specific service and applies uniformly to all customers who use that 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
(61 responses)- A90% (55)
- B2% (1)
- C5% (3)
- D3% (2)
Why each option
A service-based SLA covers a single specific service and applies uniformly to all customers who use that service.
In ITIL, a service-based SLA is structured around one specific service and applies to every customer consuming that service. This is one of three classic SLA structures alongside customer-based and multi-level SLAs, and 'one service covering all its customers' is the defining characteristic of the service-based type.
Covering one customer group across all services they use describes a customer-based SLA, not a service-based SLA.
Covering all customers for all services describes a corporate-level or top-tier multi-level SLA, not a service-based SLA.
An SLA for a service with no customers is not a recognized ITIL SLA type and has no operational validity.
Concept tested: ITIL service-based SLA structure and definition
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