Checklist Protocol SLA Review

Checklist SLA Review - Template SLA Review

 

ITIL Process: ITIL Service Design - Service Level Management

Checklist Category: ITIL Templates - Service Level Management

Source: Checklist "Report SLA Review" from the ITIL Process Map V2

 

The following information is recorded within the report 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 Organization
• 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-optimization, ...)
• Measures agreed during the review for enhancements of the Service quality or changes to the Service
  • Description
  • Person in charge
  • Target date