Checklist Service Quality Plan (SQP): Difference between revisions
From IT Process Wiki
mNo edit summary |
mNo edit summary |
||
| Line 1: | Line 1: | ||
< | <itpmch><title>Checklist Service Quality Plan (SQP) | IT Process Wiki</title> | ||
<meta name="keywords" content="service quality plan, itil sqp, sqp itil" /> | |||
<meta name="description" content="The Service Quality Plan contains all management information for the measurement of the IT Service quality upon the basis of Performance ..." /> | |||
</itpmch> | |||
<imagemap> | <imagemap> | ||
Image:ITIL-Wiki-deutsch.jpg|right|Checklist Service Quality Plan (SQP) - Template Service Quality Plan (SQP) | Image:ITIL-Wiki-deutsch.jpg|right|Checklist Service Quality Plan (SQP) - Template Service Quality Plan (SQP) | ||
| Line 7: | Line 10: | ||
<br style="clear:both;"/> | <br style="clear:both;"/> | ||
<p> </p> | |||
'''Checklist Category''': [[ITIL-Checklists | '''ITIL Process''': ITIL V2 [[Service Delivery]] - [[Service Level Management - ITIL V2]] | ||
'''Checklist Category''': [[ITIL-Checklists|ITIL Templates]] - Service Level Management | |||
'''Source''': Checklist "Service Quality Plan - SQP" from the [https://en.it-processmaps.com/products/product-versions-itil-v3.html ITIL Process Map V2] | '''Source''': Checklist "Service Quality Plan - SQP" from the [https://en.it-processmaps.com/products/product-versions-itil-v3.html ITIL Process Map V2] | ||
<p> </p> | |||
The Service Quality Plan contains all management information for the measurement of the IT Service quality upon the basis of Performance Indicators and the contribution by internal and external suppliers for the provision of these IT Services: | The Service Quality Plan contains all management information for the measurement of the IT Service quality upon the basis of Performance Indicators and the contribution by internal and external suppliers for the provision of these IT Services: | ||
| Line 43: | Line 48: | ||
*** Reference to Underpinning Contracts (UCs) | *** Reference to Underpinning Contracts (UCs) | ||
<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> | |||
<!-- This page is assigned to the following categories: --> | <!-- This page is assigned to the following categories: --> | ||
Revision as of 15:42, 3 August 2013
ITIL Process: ITIL V2 Service Delivery - Service Level Management - ITIL V2
Checklist Category: ITIL Templates - Service Level Management
Source: Checklist "Service Quality Plan - SQP" from the ITIL Process Map V2
The Service Quality Plan contains all management information for the measurement of the IT Service quality upon the basis of Performance Indicators and the contribution by internal and external suppliers for the provision of these IT Services:
- For each IT Service:
- Agreed Service Levels
- 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)
- Measurement procedures
- Definition of performance indicators
- Type of measurement procedure
- Relationships to other SLAs (external IT Services)
- Required internal Services
- Service name
- Service provider
- Reference to the Operational Level Agreement (OLA)
- Required externally procured Services
- Service name
- Supplier name
- Reference to Underpinning Contracts (UCs)
- Agreed Service Levels
