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.

A.
Component Based

B.
Service Based

C.
Segment Based

D.
Customer Based

E.
Multi-Level

Explanation:
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
incorrect. There are no such SLA structures as Segment Based and Component Based.