Secure Software Lifecycle Professional – CSSLP – Question305

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

Correct Answer: BDE

Explanation:

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 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.