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
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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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Select the status of the SLA documentation.
Enter a summary of the feedback received.
Enter the number of SLA breaches.
Select the next review date.
Select the training status.
Indicate whether incident management is integrated with SLA management.
Provide detailed descriptions of improvement opportunities.
Enter the service availability percentage.
Select the date of the last training session.
Select the review frequency.
Select the completion status of the latest SLA review.
Enter the average resolution time.
Enter the justification for SLA changes.
Select the effective date of the current SLA.
Select the risk assessment level.
Select whether performance metrics are established.
Enter the average customer response rate.
Provide details on challenges encountered.
Select the last update date for the SLA.
Select the stakeholder engagement level.
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