Checklist Service Level Agreement (SLA)

ITIL Process: Service Delivery - Service Level Management

Checklist Category: 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