ITIL · Question #475
Which is the CORRECT list of the three levels of a multi-level service level agreement (SLA)?
The correct answer is B. Corporate, customer, service. A multi-level SLA in ITIL is structured across three distinct levels - corporate, customer, and service - to avoid duplication while covering all relevant service agreement scopes.
Question
Which is the CORRECT list of 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
(32 responses)- A3% (1)
- B88% (28)
- C3% (1)
- D6% (2)
Why each option
A multi-level SLA in ITIL is structured across three distinct levels - corporate, customer, and service - to avoid duplication while covering all relevant service agreement scopes.
'Technology' and 'user' are not defined levels in the ITIL multi-level SLA framework; the correct levels are corporate, customer, and service.
ITIL defines the three levels as corporate (generic, organization-wide issues), customer (issues relevant to a specific customer group regardless of service), and service (specific service delivered to a specific customer group). This tiered structure allows organizations to maintain consistent overarching terms while tailoring agreements at the customer and service level.
'Technology' is not a defined SLA level; 'service' is the correct third level in the ITIL multi-level SLA structure.
'User' and 'IT' are not recognized levels in ITIL's multi-level SLA model, which specifically uses corporate, customer, and service.
Concept tested: ITIL multi-level SLA three-tier structure
Source: https://www.axelos.com/best-practice-solutions/itil
Topics
Community Discussion
No community discussion yet for this question.