Checklist Service Quality Plan (SQP)

ITIL Process: Service Delivery - Service Level Management

Checklist Category: Checklists for Service Level Management

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)