Checklist Service Level Report

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ITIL Process: ITIL V2 Service Delivery - Service Level Management

Checklist Category: Checklists for Service Level Management

Source: Checklist "Service Level Report" from the ITIL Process Map V2

The Service Level Report contains the following information for the target-groups clients and IT Management:

• Recipients
• Measurements pertaining to client satisfaction
• For all IT Services
  • Details of Service usage
    • Volume details
    • Resource usage
  • Agreed Service Levels
  • Attained Services Levels
  • Trend analyses
  • Changed IT Services
    • Newly added IT Services
    • Changed SLAs
    • Outphased IT Services
  • Special occurrences
    • In the past (prolonged Service failures etc.)
      • Type of occurrence
      • Causes
      • Counter-measures for the elimination of the failure
      • Measures for the future avoidance of similar failures
    • In the future (e.g. planned prolonged downtimes to Services)
• Complaints
  • Overview
  • Status
  • Measures
• Important measures for the enhancement of the Service quality (excerpt from the SIP)