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Which of the following are Service Level Agreement (SLA) structures as defined by ITIL?
Each correct answer represents a complete solution. Choose all that apply.
Suggested Answer: B, D, E
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ITIL defines 3 types of Service Level Agreement (SLA) structures, which are as follows:
1.Customer Based: It covers all services used by an individual customer group.
2.Service Based: It is one service for all customers.
3.Multi-Level: Some examples of Multi-Level SLA are 3 Tier SLA encompassing Corporate and Customer & Service Layers.
Answer C and A are incorrect. There are no such SLA structures as Segment Based and Component Based.
11 comments · newest first
MA
Madelyn
11 months ago
I thought Segment Based was a myth, not a real SLA.
LI
Lindsey
12 months ago
Totally agree, Component Based is a classic SLA type!
MA
Malinda
12 months ago
Wait, Segment Based? I don’t remember that one from ITIL.
CO
Corinne
12 months ago
I think Multi-Level is also a valid structure.
NO
Nobuko
1 year ago
Service Based and Customer Based are definitely SLAs.
DA
Dannie
1 year ago
Component Based seems off to me; I don't recall that being a standard SLA structure in ITIL.
LO
Loren
1 year ago
I'm not so sure about Segment Based; it sounds familiar, but I can't recall if it's actually an SLA type.
OM
Omer
1 year ago
I think I remember that Service Based and Customer Based are definitely part of the SLA structures in ITIL.
AB
Abel
1 year ago
I practiced a question similar to this, and I feel like Multi-Level was one of the options we discussed.
LU
Lucia
1 year ago
Okay, let me think this through step-by-step. First, I need to convert the 1 liter of 20% solution to the amount of solute. Then I can use that to calculate how much solution I need to make the 5% in 1 pint bottles. I think I can do this!
ZA
Zachary
1 year ago
If I remember correctly, the customer going into liquidation may also be considered a non-adjusting event, but it's tricky because it relates to an event that existed at year end.