Preparing for ITIL® Foundation certification? Let’s flex those mental muscles with a quick quiz to help you get ready for exam day.
Question: What are the three (3) types of Service Level Agreements discussed in Service Design?
A. Service-Based, Customer-Based, Multi-Level
B. Service Level Agreement (SLA), Operational Level Agreement (OLA), and Underpinning Contract (UC)
C. Technology Based, Process Based, Service Based
D. Operational, Tactical, and Strategic
Explanation: Service Level Agreements (SLA) types are service-based, customer-based and multi-level. A service-based SLA covers one service for all customers that use the service. A customer-based SLA covers one customer for all services that customer uses. Multi-level SLA’s made up of a corporate portion that covers the complete organization with any exceptions to what is in the corporate portion of the SLA being covered by either a service-based or customer-based SLA.
Looking for more opportunities to test yourself? Check out our other ITIL® Questions of the Week.
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