A Practical Guide to Service Management

Appendix B

SLR Template

Appendix B provides a sample template for a service level requirements (SLR) document. This template is described in Chapter 15 and provides information about identifying key requirements for developing SLAs and OLAs.

Here is the template:

IT Service:

Interview questions

Processes

1. Which key business activities or processes are the most important for the customer’s business?

   This is to help understand the relationship between the business process and the IT service. The answer to this question will define high-impact incidents for this particular customer. These key business activities or processes must be aligned with business importance levels.

   Process involvement: All ITSM processes

   Option:

   What key business activities ...