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ITIL Service Level Management Audit Checklist

A comprehensive checklist for auditing and improving IT service level management processes in alignment with ITIL best practices to ensure effective definition, monitoring, and improvement of service quality and performance.

ITIL Service Level Management Audit Checklist

by: audit-now
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About This Checklist

The ITIL Service Level Management Audit Checklist is an essential tool for IT professionals and organizations implementing ITIL best practices in their service level management processes. This comprehensive checklist ensures that IT services are delivered according to agreed-upon levels of quality and performance. By addressing key areas such as Service Level Agreement (SLA) definition, monitoring, reporting, and review, this checklist helps organizations align IT services with business needs, improve customer satisfaction, and enhance the overall quality of IT service delivery.

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Industry

Information Technology

Standard

ITIL - IT Service Management

Workspaces

IT Service Management Office

Occupations

Service Level Manager
IT Service Manager
Business Relationship Manager
ITIL Consultant
Service Owner
1
Is the current service level agreement (SLA) being met?
2
What is the average response time for service requests (in hours)?
Min: 0
Target: 2
Max: 24
3
How would you rate customer satisfaction with the service?
4
Is there a monitoring mechanism in place for SLAs?
5
When was the last review of the SLA conducted?
6
Is the SLA documentation complete and up to date?
7
Provide a summary of stakeholder feedback regarding the SLA.
8
How many SLA breaches have occurred in the last quarter?
Min: 0
Target: 0
Max: 100
9
When is the next scheduled review of the SLA?
10
Have team members received training on the SLA?
11
Is the incident management process integrated with the SLA management?
12
Describe any identified opportunities for SLA improvements.
13
What is the service availability percentage for the last month?
Min: 0
Target: 99.9
Max: 100
14
When was the last training session on SLA for the team conducted?
15
What is the frequency of SLA reviews?
16
Has the latest SLA review been completed?
17
What is the average resolution time for incidents under the SLA (in hours)?
Min: 0
Target: 3
Max: 48
18
Provide justification for any changes made to the SLA in the last year.
19
What is the effective date of the current SLA?
20
What is the current risk assessment level of the SLA?
21
Are the performance metrics for the SLA clearly established?
22
What is the average customer response rate for service inquiries (in percentage)?
Min: 0
Target: 90
Max: 100
23
Describe any challenges faced in meeting SLA obligations.
24
When was the last update made to the SLA?
25
How engaged are stakeholders in SLA management?

FAQs

The primary objective is to evaluate and improve an organization's service level management processes in alignment with ITIL best practices, ensuring that IT services meet agreed-upon quality and performance standards.

It is recommended to conduct an ITIL Service Level Management Audit annually or semi-annually, depending on the organization's service portfolio complexity and business requirements.

Key stakeholders include Service Level Managers, IT Service Managers, Business Relationship Managers, Service Owners, and representatives from customer or business units.

Crucial areas include SLA design and negotiation, Operational Level Agreement (OLA) and Underpinning Contract (UC) management, service level monitoring and reporting, service review meetings, and continuous service improvement initiatives.

The checklist helps identify gaps in service level management processes, ensures proper definition and monitoring of SLAs, and provides insights for enhancing the overall quality and customer satisfaction of IT services.

Benefits of ITIL Service Level Management Audit Checklist

Ensures alignment between IT services and business expectations

Improves customer satisfaction through clear service level agreements

Enhances transparency and accountability in IT service delivery

Facilitates continuous improvement of IT services

Strengthens relationships between IT and business stakeholders