Checklist Service Level Requirements (SLR): Difference between revisions
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<itpmch><title>Checklist Service Level Requirements (SLR) | IT Process Wiki</title> | |||
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Image:ITIL-Wiki-deutsch.jpg|right|Checklist Service Level Requirements (SLR) - Template Service Level Requirements (SLR) | |||
default [https://wiki.de.it-processmaps.com/index.php/Checkliste_Service_Level_Requirements_-_SLR diese Seite auf Deutsch] | |||
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'''ITIL Process''': [[ITIL Service Design]] - [[Service Level Management]] | |||
'''Checklist Category''': [[ITIL-Checklists|ITIL Templates]] - Service Level Management | |||
'''Source''': Checklist "Service Level Requirements - SLR" from the ITIL Process Map V2 | ⯈ [https://en.it-processmaps.com/products/itil-process-map.html ITIL Process Map V3] | |||
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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: | 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: | ||
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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) | ||
**** Requirements for the maintenance of the Service in the event of a disaster | **** Requirements for the maintenance of the Service in the event of a disaster | ||
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<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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[[Category:Checklist (ITIL)|Service Level Requirements SLR]] | |||
[[Category:Service Level Management|Service Level Requirements SLR]] | |||
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Latest revision as of 20:02, 29 March 2019
ITIL Process: ITIL Service Design - Service Level Management
Checklist Category: ITIL Templates - Service Level Management
Source: Checklist "Service Level Requirements - SLR" from the ITIL Process Map V2 | ⯈ ITIL Process Map V3
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
- Which Services are offered, e.g.
By: Stefan Kempter 
, IT Process Maps.
