Page 195 - ITIL® Foundation 3.15

year. Negotiating that many independent contracts with 50 million customers would be untenable.
Multi-Level: Has multiple negotiation levels within one SLA. One level could provide the same set of services to everyone in a company, then custom negotiate with individual departments to expand specific services beyond the standard to meet their individual needs. Specific levels defined by ITIL include:
Corporate: Covering all SLM issues and services for every customer within the organization.
Customer: Breaking down understanding of issues and services for a specific customer (regardless of which services they use).
Service: Breaking down understanding of issues and services for a specific service (regardless of which customers use that service)
Copyright © 2018. Knowledge ToolWorks. All Rights Reserved.