ITIL Question #304: Real Exam Question with Answer & Explanation

The correct answer is B: Corporate, Customer, Service. The three tiers of a multi-level SLA in ITIL are Corporate, Customer, and Service, each scoped to a different level of the organization.

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

The three tiers of a multi-level SLA in ITIL are Corporate, Customer, and Service, each scoped to a different level of the organization.

Common mistakes.

A. Technology is not a recognized ITIL SLA tier; the three standard levels are Corporate, Customer, and Service.
C. Technology incorrectly replaces Service as the third tier; Service is the correct designation for the lowest level of a multi-level SLA structure.
D. Neither User nor IT are standard ITIL SLA tier names; the correct structure uses Corporate, Customer, and Service.

Concept tested. ITIL multi-level SLA three-tier structure

Reference. https://www.axelos.com/best-practice-solutions/itil

Topics

#Service Level Agreement#multi-level SLA#SLA structure

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