Checklist Service Level Agreement (SLA)

 

→ see also: ITIL Checklist Service Level Agreement SLA, enhanced with many additions

ITIL Process: ITIL V2 Service Delivery - Service Level Management

Checklist Category: Checklists for Service Level Management

Source: Checklist "Service Level Agreement - SLA" from the ITIL Process Map V2  | ⯈  ITIL Process Map V3

 

The Service Level Agreement contains the contractually relevant data for an IT Service:

• Name of the IT Service
• Clearance information (with location and date)
  • Service Level Manager
  • Client representative
• Contact persons
  • Name of the Service Provider
  • Name of the Service recipient
  • Contact partners/ persons in charge (on client-side as well as on the side of the IT Organization) for
    • Contractual changes
    • Complaints and suggestions
    • Escalations in the case of contractual infringements
    • Service reviews
    • Emergencies
• Contract duration
  • Contract start
  • Contract end
  • Rules for changes to the SLA
    • How are requests for change submitted (deletions, additions or changes to components of the SLA)?
    • How are the requests for change and their implementation controlled?
    • Who is responsible for the clearance of the changes?
  • Rules for termination of the SLA
• Service description
  • Short description of Service
  • Users of the IT Service on the client-side
  • Breakdown of the offered Service into Service groups, e.g. along infrastructure components or IT applications
  • For each Service group:
    • Which Services are offered, e.g.
      • Handling of Service interruptions (by telephone, by remote access, on site?)
      • User Services (user administration, installation, …)
    • What quality is required of the offered Services, e.g.
      • Service times
      • Availability requirements
        • Number of interruptions allowed
        • Availability thresholds (xx,xx %)
        • Downtimes for maintenance (number of allowed downtimes, pre-notification periods)
        • Procedure for announcing interruptions to the Service (planned/ unplanned)
      • Performance requirements
        • Required capacity (lower/upper limit) for the Service
        • Allowed workload/ usage of the Service
        • Response times from applications
        • Reaction and resolution times (according to priorities, definition of priorities e.g. for the classification of Incidents)
      • Requirements for the maintenance of the Service in the event of a disaster
• Relations to other IT Services
• Procedures for requesting the IT Service
  • Requests possible by telephone/fax/mail, ... (addresses, telephone numbers, etc.)
• Responsibilities
  • Of the client (also within the field of IT Security)
  • Responsibilities and liability of the IT Organization
• Quality assurance and Service Level Reporting
  • Measurement procedures
    • Which indicators
    • With which measurement procedures
    • At which intervals
    • Collated into which reports
  • SLA Reviews
    • Intervals at which SLA reviews are to be held
• Service accounting
  • Costs for the provision of the Service
  • Accounting method for the Service
  • Intervals for invoicing
• Glossary

 

By:  Stefan Kempter , IT Process Maps.