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| '''ITIL Process''': [[ITIL V3 Service Design]] - [[Service Level Management]]
| | #REDIRECT [[Checklist SLA OLA]] |
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| '''Checklist Category:''' [[ITIL-Checklists#Checklists ITIL V3 Service Design|Checklists ITIL V3 Service Design]]
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| '''Source''': Checklist "Service Level Agreement (SLA), Operational Level Agreement (OLA), Underpinning Contract (UC)" from the [[ITIL Implementation with Process Templates|ITIL Process Map V3]]
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| This checklist covers three document types which use identical structures:
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| * Service Level Agreement (SLA) - an agreement between an IT service provider and a customer
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| * Operational Level Agreement (OLA) - an agreement between an IT service provider and another part of the same organization, governing the delivery of a infrastructure service
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| * Underpinning Contract (UC) – a contract between an IT service provider and an external provider of an infrastructure service
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| As UCs are formal contracts with external suppliers they may contain references to general terms and conditions or an additional first section specifying commercial and legal details.
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| '''The following statements on Service Level Agreements are therefore equally applicable to OLAs and UCs, with one important point to consider: When agreeing an SLA the Service Level Manager acts as a provider of services to the business; he is in the role of a customer in the case of an OLA/ UC.'''
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| The Service Level Agreement extends the service definition from the Service Catalogue, defining detailed service level targets, mutual responsibilities, and other requirements specific to a service provided for a certain (group of) customer(s). It focuses on the definition of requirements from a customer viewpoint.
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| The SLA document evolves from the Service Level Requirements during the Service Design process.
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| '''A Service Level Agreement typically contains the following information (actual contents may vary depending on the type of service):'''
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| # Service name
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| # Clearance information (with location and date)
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| ## Service Level Manager
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| ## Customer
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| # Contract duration
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| ## Start and end dates
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| ## Rules regarding termination of the agreement
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| # Description/ desired customer outcome
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| ## Business justification
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| ## Business processes/ activities on the customer side supported by the service
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| ## Desired outcome in terms of utility (example: “Field staff can access enterprise applications xxx and yyy without being constrained by location or time”)
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| ## Desired outcome in terms of warranty (example: “Access is facilitated worldwide in a secure and reliable manner”)
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| # Service and asset criticality
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| ## Identification of business-critical assets connected with the service
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| ### Vital Business Functions (VBFs) supported by the service
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| ### Other critical assets used within the service (e.g. certain types of business data)
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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)
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| # Reference to further contracts which also apply (e.g. SLA Master Agreement)
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| # Service times
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| ## Hours when the service is available
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| ## Exceptions (e.g. weekends, public holidays)
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| ## Maintenance slots
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| # Required types and levels of support
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| ## On-site support
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| ### Area/ locations
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| ### Types of users
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| ### Types of infrastructure to be supported
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| ### Reaction and resolution times (according to priorities, definition of priorities e.g. for the classification of Incidents)
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| ## Remote support
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| ### Area/ locations
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| ### Types of users (user groups granted access to the service)
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| ### Types of infrastructure to be supported
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| ### Reaction and resolution times (according to priorities, definition of priorities e.g. for the classification of Incidents)
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| # Service level requirements/ targets
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| ## Availability targets and commitments
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| ### Conditions under which the service is considered to be unavailable (e.g. if the service is offered at several locations)
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| ### Availability targets (exact definition of how the agreed availability levels will be calculated, based on agreed service time and downtime)
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| ### Reliability targets (required by some customers, usually defined as MTBF (Mean Time Between Failures) or MTBSI (Mean Time Between Service Incidents))
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| ### Maintainability targets (required by some customers, usually defined as MTRS (Mean Time to Restore Service))
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| ### Downtimes for maintenance (number of allowed downtimes, pre-notification periods)
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| ### Restrictions on maintenance, e.g. allowed maintenance windows, seasonal restrictions on maintenance
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| ### Procedures for announcing interruptions to the service (planned/ unplanned)
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| ### Requirements regarding availability reporting
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| ## Capacity/ performance targets and commitments
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| ### Required capacity (lower/upper limit) for the service, e.g.
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| #### Numbers and types of transactions
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| #### Numbers and types of users
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| #### Business cycles (daily, weekly) and seasonal variations
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| ### Response times from applications
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| ### Requirements for scalability (assumptions for the medium and long-term increase in workload and service utilization)
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| ### Requirements regarding capacity and performance reporting
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| ## Service Continuity commitments (availability of the service in the event of a disaster)
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| ### Time within which a defined level of service must be re-established
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| ### Time within which normal service levels must be restored
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| # Mandated technical standards and specification of the technical service interface
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| # Responsibilities
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| ## Duties of the service provider
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| ## Duties of the customer (contract partner for the service)
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| ## Responsibilities of service users (e.g. with respect to IT security)
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| ## IT Security aspects to be observed when using the service (if applicable, references to relevant IT Security Policies)
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| # Costs and pricing
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| ## Cost for the service provision
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| ## Rules for penalties/ charge backs
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| # Change history
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| # List of annexes
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