Checklist SLA OLA - Revision history

Andrea at 11:07, 31 December 2023

2023-12-31T11:07:25Z

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Andrea at 12:13, 27 March 2022

2022-03-27T12:13:56Z

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	'''ITIL Process''': [[ITIL Service Design]] - [[Service Level Management]]		'''ITIL Process''': [[ITIL Service Design]] - [[Service Level Management]]

			'''ITIL 4 Practice''': Service level management

	'''Checklist Category:''' [[ITIL-Checklists#ITIL_Templates\|ITIL Templates]]		'''Checklist Category:''' [[ITIL-Checklists#ITIL_Templates\|ITIL Templates]]

Andrea at 15:03, 18 May 2020

2020-05-18T15:03:14Z

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Andrea at 17:48, 29 March 2019

2019-03-29T17:48:55Z

← Older revision		Revision as of 19:48, 29 March 2019
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	<td>Author:</td>		<td>Author:</td>
	<td><span itemprop="author">Stefan Kempter</span>, <span itemprop="creator copyrightHolder publisher">IT Process Maps</span>    <a rel="author" href="https://~~plus~~.~~google~~.com/~~111925560448291102517~~"><img style="margin:0px 0px 0px 0px;" src="~~/skins/Vector~~/images~~/itpm~~/bookmarking/~~gplus~~.png" width="16" height="16" title="By: Stefan Kempter \| Profile on ~~Google+~~" alt="Author: Stefan Kempter, IT Process Maps GbR" /></a></td>		<td><span itemprop="author">Stefan Kempter</span>, <span itemprop="creator copyrightHolder publisher">IT Process Maps</span>    <a rel="author" href="https://www.linkedin.com/in/stefankempter"><img style="margin:0px 0px 0px 0px;" src="/images/bookmarking/linkedin.png" width="16" height="16" title="By: Stefan Kempter \| Profile on LinkedIn" alt="Author: Stefan Kempter, IT Process Maps GbR" /></a></td>
	</tr>		</tr>
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Andrea at 08:21, 28 April 2017

2017-04-28T08:21:36Z

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	<br style="clear:both;"/>		<br style="clear:both;"/>

	~~<p> </p>~~

	'''ITIL Process''': [[ITIL Service Design\|ITIL 2011 Service Design]] - [[Service Level Management]]		'''ITIL Process''': [[ITIL Service Design\|ITIL 2011 Service Design]] - [[Service Level Management]]

Andrea at 17:44, 4 February 2016

2016-02-04T17:44:24Z

← Older revision		Revision as of 19:44, 4 February 2016
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	===<span id="ITIL SLA OLA">Overview</span>===		===<span id="ITIL SLA OLA">Overview</span>===

	[[image:Service-level-agreement-template.png\|thumb\|417px\|right\|alt=Service Level Agreement (SLA)/ Operational Level Agreement (OLA)]]		[[image:Service-level-agreement-template.png\|thumb\|417px\|right\|link=https://wiki.en.it-processmaps.com/index.php/File:Service-level-agreement-template.png\|alt=Service Level Agreement (SLA)/ Operational Level Agreement (OLA)]]

	This checklist serves as a template for a ''Service Level Agreement (SLA)'', and an ''Operational Level Agreement (OLA)''.		This checklist serves as a template for a ''Service Level Agreement (SLA)'', and an ''Operational Level Agreement (OLA)''.

Andrea at 09:43, 13 September 2014

2014-09-13T09:43:45Z

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 <p>&nbsp;</p>
-<html><a rel="author" href="https://plus.google.com/111925560448291102517"><img style="margin:0px 0px 0px 0px;" src="/skins/Vector/images/itpm/bookmarking/gplus.png" width="16" height="16" title="By: Stefan Kempter | Profile on Google+" alt="Author: Stefan Kempter, IT Process Maps GbR" /></a></html>
+==[ Infobox ]==
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Andrea at 12:42, 13 August 2014

2014-08-13T12:42:35Z

← Older revision		Revision as of 14:42, 13 August 2014
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	<br style="clear:both;"/>		<br style="clear:both;"/>

	== <~~span id="ITIL SLA OLA"~~>~~Overview~~</~~span~~> ==		<p> </p>

	'''ITIL Process''': [[ITIL V3 Service Design\|ITIL 2011 Service Design]] - [[Service Level Management]]		'''ITIL Process''': [[ITIL Service Design\|ITIL 2011 Service Design]] - [[Service Level Management]]

	'''Checklist Category:''' [[ITIL-Checklists#~~Checklists~~ ITIL ~~V3 Service Design~~\|~~Checklists~~ ITIL Service Design]]		'''Checklist Category:''' [[ITIL-Checklists#ITIL 2011 Templates\|Templates ITIL 2011]] - Service Design

	'''Source''': Checklist "Service Level Agreement (SLA), Operational Level Agreement (OLA)" from the [https://en.it-processmaps.com/products/itil-process-map.html ITIL Process Map]		'''Source''': Checklist "Service Level Agreement (SLA), Operational Level Agreement (OLA)" from the [https://en.it-processmaps.com/products/itil-process-map.html ITIL Process Map]

	<p> </p>		<p> </p>
			__TOC__

			===<span id="ITIL SLA OLA">Overview</span>===

			[[image:Service-level-agreement-template.png\|thumb\|417px\|right\|alt=Service Level Agreement (SLA)/ Operational Level Agreement (OLA)]]

	This checklist serves as a template for a ''Service Level Agreement (SLA)'', and an ''Operational Level Agreement (OLA)''.		This checklist serves as a template for a ''Service Level Agreement (SLA)'', and an ''Operational Level Agreement (OLA)''.
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	<p> </p>		<p> </p>
	~~__TOC__~~		<br style="clear:both;"/>

	== Service Level Agreement - Contents ==		==Service Level Agreement - Contents==

	''A Service Level Agreement typically contains the following information (actual contents may vary depending on the type of service):''		''A Service Level Agreement typically contains the following information (actual contents may vary depending on the type of service):''
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	<p> </p>		<p> </p>

	===== Service name =====		====Service name====

	===== Clearance information (with location and date) =====		====Clearance information (with location and date)====
	# Service Level Manager		# Service Level Manager
	# Customer representative		# Customer representative

	===== Contract duration =====		====Contract duration====
	# Start and end dates		# Start and end dates
	# Rules regarding renewal and termination of the agreement (if applicable, also rules regarding early termination of the agreement)		# Rules regarding renewal and termination of the agreement (if applicable, also rules regarding early termination of the agreement)

	===== Description/ desired customer outcome =====		====Description/ desired customer outcome====
	# Business justification and benefits		# Business justification and benefits
	# Business processes/ activities on the customer side supported by the service		# Business processes/ activities on the customer side supported by the service
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	# Desired outcome in terms of warranty (example: "High availability required during office hours in locations …")		# Desired outcome in terms of warranty (example: "High availability required during office hours in locations …")

	===== Communication between customer and service provider =====		====Communication between customer and service provider====
	# Responsible contact person on customer side with contact details		# Responsible contact person on customer side with contact details
	# Designated Business Relationship Manager on service provider side with contact details		# Designated Business Relationship Manager on service provider side with contact details
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	# Service Reviews (description of the procedure for reviewing the service with the customer on a regular basis)		# Service Reviews (description of the procedure for reviewing the service with the customer on a regular basis)

	===== Service and asset criticality =====		====Service and asset criticality====
	# Identification of business-critical assets connected with the service		# Identification of business-critical assets connected with the service
	## Vital Business Functions (VBFs) supported by the service		## Vital Business Functions (VBFs) supported by the service
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	# Estimation of the business impact caused by a loss of the service or assets (in monetary terms, or using a classification scheme)		# Estimation of the business impact caused by a loss of the service or assets (in monetary terms, or using a classification scheme)

	===== Service times =====		====Service times====
	# Times when the service is required to be available		# Times when the service is required to be available
	# Exceptions (e.g. weekends, public holidays)		# Exceptions (e.g. weekends, public holidays)

	===== Required types and levels of support =====		====Required types and levels of support====
	# On-site support		# On-site support
	## Area/ locations		## Area/ locations
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	## Reaction and resolution times (according to priorities, definition of priorities e.g. for the classification of Incidents)		## Reaction and resolution times (according to priorities, definition of priorities e.g. for the classification of Incidents)

	===== Service level requirements/ targets =====		====Service level requirements/ targets====
	# Availability targets and commitments		# Availability targets and commitments
	## Conditions under which the service is considered to be unavailable (e.g. if the service is offered at several locations)		## Conditions under which the service is considered to be unavailable (e.g. if the service is offered at several locations)
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	## Time within which normal service levels must be restored		## Time within which normal service levels must be restored

	===== Technical standards/ specification of the service interface =====		====Technical standards/ specification of the service interface====
	Mandated technical standards and specification of the technical service interface		Mandated technical standards and specification of the technical service interface

	===== Responsibilities =====		====Responsibilities====
	# Duties of the service provider		# Duties of the service provider
	# Duties of the customer (contract partner for the service)		# Duties of the customer (contract partner for the service)
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	# IT Security aspects to be observed when using the service (if applicable, references to relevant IT Security Policies)		# IT Security aspects to be observed when using the service (if applicable, references to relevant IT Security Policies)

	===== Pricing model =====		====Pricing model====
	# Cost for the service provision		# Cost for the service provision
	# Rules for penalties/ charge backs		# Rules for penalties/ charge backs

	===== Change history =====		====Change history====

	===== List of annexes and references =====		====List of annexes and references====
	(e.g. to to higher-level SLAs on the corporate or customer level which also apply to this agreement)		(e.g. to to higher-level SLAs on the corporate or customer level which also apply to this agreement)

	===== Glossary =====		====Glossary====
	(if applicable)		(if applicable)

	<p> </p>		<p> </p>

	<html><a rel="author" href="https://~~profiles~~.google.com/111925560448291102517"><img style="margin:0px 0px 0px 0px;" src="/skins/Vector/images/itpm/bookmarking/gplus.png" width="16" height="16" title="By: Stefan Kempter \| Profile on Google+" alt="Author: Stefan Kempter, IT Process Maps GbR" /></a></html>		<html><a rel="author" href="https://plus.google.com/111925560448291102517"><img style="margin:0px 0px 0px 0px;" src="/skins/Vector/images/itpm/bookmarking/gplus.png" width="16" height="16" title="By: Stefan Kempter \| Profile on Google+" alt="Author: Stefan Kempter, IT Process Maps GbR" /></a></html>

	<!-- This page is assigned to the following categories: -->		<!-- This page is assigned to the following categories: -->

Andrea: /* Glossary */

2012-05-06T14:42:18Z

Glossary

← Older revision		Revision as of 16:42, 6 May 2012
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	<br style="clear:both;"/>		<br style="clear:both;"/>

	== <span id="~~Service Level Agreement - Operational Level Agreement~~">Overview</span> ==		== <span id="ITIL SLA OLA">Overview</span> ==

	'''ITIL Process''': [[ITIL V3 Service Design\|ITIL 2011 Service Design]] - [[Service Level Management]]		'''ITIL Process''': [[ITIL V3 Service Design\|ITIL 2011 Service Design]] - [[Service Level Management]]
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	* Customer level, covering issues applicable to a particular customer or customer group within a business, regardless of the service being used		* Customer level, covering issues applicable to a particular customer or customer group within a business, regardless of the service being used
	* Service level, covering issues applicable to specific services		* Service level, covering issues applicable to specific services


	<p> </p>		<p> </p>
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	<p> </p>		<p> </p>

	==== Service name ====		===== Service name =====

	==== Clearance information (with location and date) ====		===== Clearance information (with location and date) =====
	# Service Level Manager		# Service Level Manager
	# Customer representative		# Customer representative

	==== Contract duration ====		===== Contract duration =====
	# Start and end dates		# Start and end dates
	# Rules regarding renewal and termination of the agreement (if applicable, also rules regarding early termination of the agreement)		# Rules regarding renewal and termination of the agreement (if applicable, also rules regarding early termination of the agreement)

	==== Description/ desired customer outcome ====		===== Description/ desired customer outcome =====
	# Business justification and benefits		# Business justification and benefits
	# Business processes/ activities on the customer side supported by the service		# Business processes/ activities on the customer side supported by the service
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	# Desired outcome in terms of warranty (example: "High availability required during office hours in locations …")		# Desired outcome in terms of warranty (example: "High availability required during office hours in locations …")

	==== Communication between customer and service provider ====		===== Communication between customer and service provider =====
	# Responsible contact person on customer side with contact details		# Responsible contact person on customer side with contact details
	# Designated Business Relationship Manager on service provider side with contact details		# Designated Business Relationship Manager on service provider side with contact details
Line 75:		Line 74:
	# Service Reviews (description of the procedure for reviewing the service with the customer on a regular basis)		# Service Reviews (description of the procedure for reviewing the service with the customer on a regular basis)

	==== Service and asset criticality ====		===== Service and asset criticality =====
	# Identification of business-critical assets connected with the service		# Identification of business-critical assets connected with the service
	## Vital Business Functions (VBFs) supported by the service		## Vital Business Functions (VBFs) supported by the service
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	# Estimation of the business impact caused by a loss of the service or assets (in monetary terms, or using a classification scheme)		# Estimation of the business impact caused by a loss of the service or assets (in monetary terms, or using a classification scheme)

	==== Service times ====		===== Service times =====
	# Times when the service is required to be available		# Times when the service is required to be available
	# Exceptions (e.g. weekends, public holidays)		# Exceptions (e.g. weekends, public holidays)

	==== Required types and levels of support ====		===== Required types and levels of support =====
	# On-site support		# On-site support
	## Area/ locations		## Area/ locations
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	## Reaction and resolution times (according to priorities, definition of priorities e.g. for the classification of Incidents)		## Reaction and resolution times (according to priorities, definition of priorities e.g. for the classification of Incidents)

	==== Service level requirements/ targets ====		===== Service level requirements/ targets =====
	# Availability targets and commitments		# Availability targets and commitments
	## Conditions under which the service is considered to be unavailable (e.g. if the service is offered at several locations)		## Conditions under which the service is considered to be unavailable (e.g. if the service is offered at several locations)
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	## Time within which normal service levels must be restored		## Time within which normal service levels must be restored

	==== Technical standards/ specification of the service interface ====		===== Technical standards/ specification of the service interface =====
	Mandated technical standards and specification of the technical service interface		Mandated technical standards and specification of the technical service interface

	==== Responsibilities ====		===== Responsibilities =====
	# Duties of the service provider		# Duties of the service provider
	# Duties of the customer (contract partner for the service)		# Duties of the customer (contract partner for the service)
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	# IT Security aspects to be observed when using the service (if applicable, references to relevant IT Security Policies)		# IT Security aspects to be observed when using the service (if applicable, references to relevant IT Security Policies)

	==== Pricing model ====		===== Pricing model =====
	# Cost for the service provision		# Cost for the service provision
	# Rules for penalties/ charge backs		# Rules for penalties/ charge backs

	==== Change history ====		===== Change history =====

	==== List of annexes and references ====		===== List of annexes and references =====
	(e.g. to to higher-level SLAs on the corporate or customer level which also apply to this agreement)		(e.g. to to higher-level SLAs on the corporate or customer level which also apply to this agreement)

	==== Glossary ====		===== Glossary =====
	(if applicable)		(if applicable)

	<p> </p>		<p> </p>

			<html><a rel="author" href="https://profiles.google.com/111925560448291102517"><img style="margin:0px 0px 0px 0px;" src="/skins/Vector/images/itpm/bookmarking/gplus.png" width="16" height="16" title="By: Stefan Kempter \| Profile on Google+" alt="Author: Stefan Kempter, IT Process Maps GbR" /></a></html>

	<!-- This page is assigned to the following categories: -->		<!-- This page is assigned to the following categories: -->

Andrea: /* List of annexes and references */

2012-03-10T17:18:05Z

List of annexes and references

Show changes