IT Service Level Agreement (SLA) Checklist

Download Free IT Service Level Agreement (SLA) Checklist

- Are you using an independent expert to develop SLAs?
- Have you scoped the area to be covered by SLAs?
- Does the SLA consider BTOPP implications?
- Have the outputs for those areas been defined?
- Do they tie back to the business objectives?
- What is being measured?
- Why is it being measured?
- How will measurement be done?
- Has the current performance level been agreed?
- Has the current performance environment been documented?
- What are the new measures?
- Are the costs of achieving the new measures commensurate with the benefits?
- What changes are required to the environment to achieve these measures?
- What changes may take place that will alter these proposed measures?
- What changes may take place in the environment between now and the achievement date?
- Have you defined the accountabilities and responsibilities of both parties?
- Has "satisfaction" been considered as a SLA component?
- Are the measures statistically sound?
- What rewards and punishments attach to this measure?
- What dependencies does this SLA have on other people or things?