Types of SLAs in ITIL 4: A Foundation for Success

Service Level Agreements (SLAs) are formal agreements between service providers and customers that define expected service performance and responsibilities. In ITIL 4, understanding the various types of SLAs is essential for the Foundation exam and real-world IT service management.

 

🧩 Core SLA Types Explained

Type	Description	Exam Tip
Customer SLA	Covers all services delivered to a specific customer or group (e.g., Finance Dept SLA).	Ask: Who is the customer? Group SLAs are common in multi-department setups.
Service SLA	Addresses performance of a single service across all customers (e.g., Email availability).	Know that “Email SLA” might apply to multiple users.
Multi-level SLA	Combines multiple SLA layers to cover different scopes:
– Corporate-level SLA	General SLAs that apply to the entire organization.	Generic service expectations are standardized.
– Customer-level SLA	Tailored SLAs for individual customer groups.	Custom terms based on department needs.
– Service-level SLA	Detailed SLAs specific to individual services provided to specific customers.	Highlights specific metrics and targets.
Multi-party SLA	Joint SLA among multiple suppliers, or supplier + service provider + customer	Focus during questions about ecosystem coordination.

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🔗 Relationship Between SLA Types & ITIL Practices

• Service Level Management: Owner of all SLAs; responsible for negotiation, monitoring, reporting.
• Supplier Management: Especially relevant with multi-party SLAs—vendors must align with terms and deliverables.
• Relationship Mgmt and Governance: Ensure all corporate-level SLAs reflect organizational strategy and compliance.

👉 For deeper insights, check out related posts: Service Level Management and SupplierManagement.

 

🎯 Exam Prep: Real-World Scenario

Case: A bank has a global “Core Banking” service (Service SLA), IT team crafted a department-level SLA for Retail Banking users (Customer SLA), and a specialized SLA for API access support with fintech partners (Multi-party SLA).

• You might be asked: "Which SLA ensures 15-minute API response support for external fintech partners?" → Multi-party SLA.
• Or: "Which SLA covers all internal users needing email access?" → Service SLA.

 

📝 Summary Tips for Foundation Exam

• Differentiate quickly:
• Customer vs Service SLA? — Identification: target group vs specific service.
• Structure matters:
• Understand multi-level SLA hierarchy (Corporate > Customer > Service).
• Know the purpose:
• Multi-party SLAs coordinate across third parties—often tested.

📌 Tip: Draw a pyramid structure in the exam to show multi-level SLA layers visually.

 

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✅ Your SLA Strategy

1. Memorize formal SLA categories — break them down by scope and purpose.
2. Create real-world examples linking customer-group vs service-specific needs.
3. Visualize with a pyramid diagram to reinforce multi-level relationships.
4. Connect with other ITIL practices—especially Supplier and Service Level Management—for holistic comprehension.

 

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Types of SLA itil, information technology infrastructure library 

 Service-based

 All customers get same deal for same services

 Customer-based

 Different customers get different deal (at different cost)

 Multi-level

 These involve corporate, customer and service levels and avoid repetition

Right Capacity, Right Time, Right Cost!

 This is capacity management

 Balances Cost against Capacity so minimises costs while maintaining quality of service

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 Ensure that IT services matches or exceeds agreed targets

 Lots of Acronyms

 Mean Time Between Service Incidents

 Mean Time Between Failures

 Mean Time to Restore Service

 Resilience increases availability

 Service can remain functional even though one or more of its components have failed

 

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By mastering these SLA types and their interconnections, you’ll gain the confidence to answer Foundation-level questions and discuss SLA strategy professionally. Good luck with your ITIL V4 journey!

 

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