Checklist Service Level Requirements (SLR): Difference between revisions
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'''Checklist Category''': [[ITIL-Checklists|ITIL Templates]] - Service Level Management | '''Checklist Category''': [[ITIL-Checklists|ITIL Templates]] - Service Level Management | ||
'''Source''': Checklist "Service Level Requirements - SLR" [https://en.it-processmaps.com/products/ | '''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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<html><a rel="author" href="https:// | <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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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.
