Checklist Service Level Requirements (SLR)

ITIL Process: Service Delivery - Service Level Management

Checklist Category: Checklists for Service Level Management

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