Checklist Service Level Requirements (SLR)

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Checklist Service Level Requirements (SLR) - Template Service Level Requirements (SLR)


 

ITIL Process: ITIL Service Design - Service Level Management

Checklist Category: ITIL Templates - Service Level Management

Source: Checklist "Service Level Requirements - SLR" ITIL Process Map V2

 

The Service Level Requirements document contains the requirements of the IT Service from the client viewpoint; it is a for the Service Specification Sheet and the Service Level Agreement, which further expand the specifications shown here:

  • Name of the Service
  • Clearance information (with location and date)
    • Service Level Manager
    • Client
  • 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