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ITIL · Question #221
ITIL Question #221: Real Exam Question with Answer & Explanation
The correct answer is B: Corporate, Customer, Service. A multi-level SLA is structured across three distinct tiers that address organizational-wide, customer-specific, and service-specific needs without duplication.
Processes
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
Explanation
A multi-level SLA is structured across three distinct tiers that address organizational-wide, customer-specific, and service-specific needs without duplication.
Common mistakes.
- A. Technology is not a defined level in ITIL's multi-level SLA framework - it substitutes incorrectly for the Service level.
- C. Technology is not one of the three ITIL-defined SLA levels - Service is the correct third level, not Technology.
- D. Service, User, and IT do not correspond to any defined tier in the ITIL multi-level SLA structure.
Concept tested. ITIL multi-level SLA three-tier structure
Topics
#multi-level SLA#SLA structure#service level management#corporate SLA
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