Checklist Service Level Report

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ITIL Process: Service Delivery - Service Level Management

Checklist Category: Checklists for Service Level Management


The Service Level Report contains the following information for the target-groups clients and IT Management:

  • Recipients
  • Measurements pertaining to client satisfaction
  • For all IT Services
    • Details of Service usage
      • Volume details
      • Resource usage
    • Agreed Service Levels
    • Attained Services Levels
    • Trend analyses
    • Changed IT Services
      • Newly added IT Services
      • Changed SLAs
      • Outphased IT Services
    • Special occurrences
      • In the past (prolonged Service failures etc.)
        • Type of occurrence
        • Causes
        • Counter-measures for the elimination of the failure
        • Measures for the future avoidance of similar failures
      • In the future (e.g. planned prolonged downtimes to Services)
  • Complaints
    • Overview
    • Status
    • Measures
  • Important measures for the enhancement of the Service quality (excerpt from the SIP)
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