ITIL · Question #221
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. A multi-level SLA is structured across three distinct tiers that address organizational-wide, customer-specific, and service-specific needs without duplication.
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)- A6% (2)
- B88% (29)
- C3% (1)
- D3% (1)
Why each option
A multi-level SLA is structured across three distinct tiers that address organizational-wide, customer-specific, and service-specific needs without duplication.
Technology is not a defined level in ITIL's multi-level SLA framework - it substitutes incorrectly for the Service level.
ITIL defines the three levels of a multi-level SLA as Corporate (generic issues applicable to all customers throughout the organization), Customer (issues relevant to a particular customer or business unit), and Service (issues relevant to a specific service as it applies to a specific customer group). This tiered structure prevents redundancy by allowing lower levels to inherit and extend upper-level agreements rather than repeating common terms.
Technology is not one of the three ITIL-defined SLA levels - Service is the correct third level, not Technology.
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
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