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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?

Select the compliance status.

To assess compliance with agreed service levels.
2
What is the average response time for service requests (in hours)?

Enter the average response time.

To evaluate the efficiency of service delivery.
Min: 0
Target: 2
Max: 24
3
How would you rate customer satisfaction with the service?

Select the customer satisfaction level.

To gauge customer satisfaction and identify areas for improvement.
4
Is there a monitoring mechanism in place for SLAs?

Indicate whether monitoring is in place.

To ensure that SLAs are actively monitored.
5
When was the last review of the SLA conducted?

Select the last review date.

To track SLA review frequency and ensure regular assessments.
6
Is the SLA documentation complete and up to date?

Select the status of the SLA documentation.

To verify that all required SLA documentation is properly maintained.
7
Provide a summary of stakeholder feedback regarding the SLA.

Enter a summary of the feedback received.

To collect qualitative data on stakeholder perceptions and satisfaction.
8
How many SLA breaches have occurred in the last quarter?

Enter the number of SLA breaches.

To monitor performance against agreed service levels.
Min: 0
Target: 0
Max: 100
9
When is the next scheduled review of the SLA?

Select the next review date.

To ensure that SLA reviews are planned and executed timely.
10
Have team members received training on the SLA?

Select the training status.

To confirm that staff are knowledgeable about SLA terms and conditions.
11
Is the incident management process integrated with the SLA management?

Indicate whether incident management is integrated with SLA management.

To ensure that incidents are tracked and managed in accordance with SLAs.
12
Describe any identified opportunities for SLA improvements.

Provide detailed descriptions of improvement opportunities.

To gather insights on potential enhancements to SLAs.
13
What is the service availability percentage for the last month?

Enter the service availability percentage.

To assess if service availability meets SLA commitments.
Min: 0
Target: 99.9
Max: 100
14
When was the last training session on SLA for the team conducted?

Select the date of the last training session.

To ensure that team members are regularly trained on SLA updates.
15
What is the frequency of SLA reviews?

Select the review frequency.

To ensure that SLAs are reviewed at appropriate intervals.
16
Has the latest SLA review been completed?

Select the completion status of the latest SLA review.

To ensure that the SLA is regularly reviewed and updated as necessary.
17
What is the average resolution time for incidents under the SLA (in hours)?

Enter the average resolution time.

To assess effectiveness in resolving incidents within the SLA timeframe.
Min: 0
Target: 3
Max: 48
18
Provide justification for any changes made to the SLA in the last year.

Enter the justification for SLA changes.

To document the rationale behind SLA modifications for accountability.
19
What is the effective date of the current SLA?

Select the effective date of the current SLA.

To ensure all parties are aware of the SLA's active period.
20
What is the current risk assessment level of the SLA?

Select the risk assessment level.

To evaluate potential risks associated with SLA obligations.
21
Are the performance metrics for the SLA clearly established?

Select whether performance metrics are established.

To ensure that there are measurable criteria to evaluate SLA performance.
22
What is the average customer response rate for service inquiries (in percentage)?

Enter the average customer response rate.

To assess how well customer inquiries are addressed in relation to SLA commitments.
Min: 0
Target: 90
Max: 100
23
Describe any challenges faced in meeting SLA obligations.

Provide details on challenges encountered.

To identify obstacles that may impact SLA performance and compliance.
24
When was the last update made to the SLA?

Select the last update date for the SLA.

To keep track of when the SLA was last reviewed and updated.
25
How engaged are stakeholders in SLA management?

Select the stakeholder engagement level.

To evaluate the level of stakeholder involvement in SLA processes.

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