Which one of the following is the BEST description of a service-based service level agreement
(SLA)?
A.
An agreement with an individual customer group, covering all the services that they use
B.
An agreement that covers one service for a single customer
C.
An agreement that covers service specific issues in a multi-level SLA structure
D.
An agreement that covers one service for all customers of that service
Explanation:
Isn’t option c “better”? According to ITIL: Service Level(in Multi-level SLA): Covering all service level management issues relevant to the specific service, in relation to a specific customer group.
Option d is correct. The question refers a “service-based” service level agreement. On a multi-level SLA we have the service SLA but it isnt the “service-based” one ;)