Checklist Service Level Agreement (SLA) - Revision history

Andrea at 09:59, 30 March 2019

2019-03-30T09:59:24Z

← Older revision		Revision as of 11:59, 30 March 2019
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	'''→ see also:''' [[Checklist SLA OLA\|Checklist SLA ~~according to ITIL 2011~~]], ''enhanced with many additions''		'''→ see also:''' [[Checklist SLA OLA\|ITIL Checklist Service Level Agreement SLA]], ''enhanced with many additions''

	'''ITIL Process''': ITIL V2 [[Service Delivery]] - [[Service Level Management]]		'''ITIL Process''': ITIL V2 [[Service Delivery]] - [[Service Level Management]]
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	'''Checklist Category''': [[ITIL-Checklists#Checklists for Service Level Management\|Checklists for Service Level Management]]		'''Checklist Category''': [[ITIL-Checklists#Checklists for Service Level Management\|Checklists for Service Level Management]]

	'''Source''': Checklist "Service Level Agreement - SLA" from the [https://en.it-processmaps.com/products/~~product-versions~~-~~itil~~-v3.html ITIL Process Map V2]		'''Source''': Checklist "Service Level Agreement - SLA" from the ITIL Process Map V2  \| ⯈  [https://en.it-processmaps.com/products/itil-process-map.html ITIL Process Map V3]

	<p> </p>		<p> </p>
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	<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>		<html>By:  Stefan Kempter <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>, IT Process Maps.</html>

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Andrea at 11:22, 28 November 2014

2014-11-28T11:22:03Z

← Older revision		Revision as of 13:22, 28 November 2014
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	** Name of the Service Provider		** Name of the Service Provider
	** Name of the Service recipient		** Name of the Service recipient
	** Contact partners/ persons in charge (on client-side as well as on the side of the IT ~~Organisation~~) for		** Contact partners/ persons in charge (on client-side as well as on the side of the IT Organization) for
	*** Contractual changes		*** Contractual changes
	*** Complaints and suggestions		*** Complaints and suggestions
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	* Responsibilities		* Responsibilities
	** Of the client (also within the field of IT Security)		** Of the client (also within the field of IT Security)
	** Responsibilities and liability of the IT ~~Organisation~~		** Responsibilities and liability of the IT Organization
	* Quality assurance and Service Level Reporting		* Quality assurance and Service Level Reporting
	** Measurement procedures		** Measurement procedures

Andrea at 14:41, 3 August 2013

2013-08-03T14:41:49Z

← Older revision		Revision as of 16:41, 3 August 2013
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	<~~seo metakeywords~~="itil sla template, service level agreement checklist" ~~metadescription~~="→ see also: Template SLA OLA UC according to ITIL V3. ... The Service Level Agreement contains the contractually relevant data for an IT Service." />		<itpmch><title>Checklist Service Level Agreement (SLA) \| IT Process Wiki</title>
			<meta name="keywords" content="itil sla template, service level agreement checklist" />
			<meta name="description" content="→ see also: Template SLA OLA UC according to ITIL V3. ... The Service Level Agreement contains the contractually relevant data for an IT Service." />
			</itpmch>
	<imagemap>		<imagemap>
	Image:ITIL-Wiki-deutsch.jpg\|right\|Checklist Service Level Agreement (SLA) - Template Service Level Agreement (SLA)		Image:ITIL-Wiki-deutsch.jpg\|right\|Checklist Service Level Agreement (SLA) - Template Service Level Agreement (SLA)
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	'''→ see also:''' [[Checklist SLA OLA UC\|Checklist SLA ~~OLA UC~~ according to ITIL V3]]		<p> </p>

			'''→ see also:''' [[Checklist SLA OLA\|Checklist SLA according to ITIL 2011]], ''enhanced with many additions''

	'''ITIL Process''': ITIL V2 [[Service Delivery]] - [[Service Level Management]]		'''ITIL Process''': ITIL V2 [[Service Delivery]] - [[Service Level Management]]
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	'''Source''': Checklist "Service Level Agreement - SLA" from the [https://en.it-processmaps.com/products/product-versions-itil-v3.html ITIL Process Map V2]		'''Source''': Checklist "Service Level Agreement - SLA" from the [https://en.it-processmaps.com/products/product-versions-itil-v3.html ITIL Process Map V2]

			<p> </p>

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

			<p> </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>

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Andrea at 18:43, 26 July 2011

2011-07-26T18:43:53Z

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-'''ITIL Process''': [[Service Delivery]] - [[Service Level Management]]
+<seo metakeywords="itil sla template, service level agreement checklist" metadescription="&#8594; see also: Template SLA OLA UC according to ITIL V3. ... The Service Level Agreement contains the contractually relevant data for an IT Service." />
 '''Checklist Category''': [[ITIL-Checklists#Checklists for Service Level Management|Checklists for Service Level Management]]
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 ** Intervals for invoicing
 * Glossary

Andrea at 09:05, 2 November 2007

2007-11-02T09:05:12Z

New page

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

'''Checklist Category''': [[ITIL-Checklists#Checklists for Service Level Management|Checklists for Service Level Management]]

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 Organisation) 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 Organisation
* 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