Information Technology Infrastructure Library (ITIL) Foundation Practice Exam

Which of the following would be an appropriate type of service level agreement?

1. Contract level

2. Technology level

3. Corporate level

4. Operational level

The correct answer is: Corporate level

In the context of service level agreements (SLAs), corporate-level agreements are designed to address the overall expectations and commitments between an organization and its customers or stakeholders. These agreements typically encompass a wide range of services and outline the high-level goals for the entire organization to ensure that customer satisfaction and service quality are prioritized. A corporate level SLA may define the scope of services provided, service availability, performance standards, and responsibilities of both service providers and customers at an organizational level. These agreements ensure that there is alignment between business goals and the delivery of services across the organization, which is essential for maintaining good relationships with customers and stakeholders. While other types of SLAs, such as operational-level agreements or technology-level agreements, focus more specifically on the internal processes and technologies used to deliver the services, corporate-level SLAs place emphasis on the overarching commitments made to customers. This is crucial in ensuring that the service delivery meets the overall strategic objectives of the organization.