Checklist Protocol SLA Review

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ITIL Process: Service Delivery - Service Level Management

Checklist Category: Checklists for Service Level Management


The following information is recorded within the protocol of the SLA review:

  • Name of the IT Service under review
  • Date and time of the review
  • Person in charge of the review
  • Participants
    • Client-side
    • IT Organisation
  • Summary presentation of the measured Service quality
  • Report on unusual situations
  • Satisfaction regarding Service quality on the client-side
  • Suggestions for changes to the IT Service
    • From the client viewpoint
      • Short-term (e.g. due to current problems)
      • Medium and long-term (e.g. due to a changed business strategy, a predictable increase in volume, ...)
    • From the IT viewpoint (e.g. new technical solutions are available, cost-optimisation, ...)
  • Measures agreed during the review for enhancements of the Service quality or changes to the Service
    • Description
    • Person in charge
    • Target date
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