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IT Service SLA Management Checklist Template

IT Service SLA Management Checklist Template

Follow this process to create a service level agreement for IT services between you (the supplier) and a customer.
1
Introduction:
2
Define who the agreement involves
3
The agreement's purpose:
4
Write down the purpose of the agreement
5
The agreement's goal:
6
Note the goal of the agreement
7
The agreement's objectives:
8
Specify the objectives of the agreement
9
The agreement's duration:
10
Certify how long the SLA will last
11
Confirm performance review protocols
12
The service provider's services and requirements:
13
Create a list of services to be supplied
14
Describe services to be supplied in detail
15
Note the service provider's requirements
16
The customer's requirements:
17
Note the customer's requirements
18
Email the customer regarding their requirements
19
Approval: Customer requirements
20
Post-agreement management:
21
Confirm the ways to get in contact
22
Review the agreement:
23
Double-check the SLA draft
24
Handing over the agreement:
25
Send an email to the customer in question
26
Approval: Customer approval
27
Sending the approved agreement:
28
Format the SLA properly
29
Email a copy of the approved SLA to the customer
30
Performance review (month 1):
31
Review current service requirements
32
Evaluate relevant metrics and other data
33
Confirm compliance with the SLA
34
Make necessary iterations to the SLA
35
Inform relevant personnel of shortcomings
36
Performance review (month 2):
37
Review current service requirements (month 2)
38
Evaluate relevant metrics and other data (month 2)
39
Confirm compliance with the SLA (month 2)
40
Make necessary iterations to the SLA (month 2)
41
Inform relevant personnel of shortcomings (month 2)
42
Performance review (month 3):
43
Review current service requirements (month 3)
44
Evaluate relevant metrics and other data (month 3)
45
Confirm compliance with the SLA (month 3)
46
Make necessary iterations to the SLA (month 3)
47
Inform relevant personnel of shortcomings (month 3)
48
Sources:
49
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