Service Level Agreement Template Service Level Management The purpose of Service Level Management (SLM) is to ensure that the service targets are created, negotiated, agreed, documented, monitored, reviewed and reported to the customer.SLM acts like a liaison between the customer and the service provider which sets the targets in terms of quality, time, and scope as per the SLR and SAC. According to ITIL 4, a service level agreement (SLA) is “a documented agreement between a service provider and a customer that identifies both services required and the expected level of service.” Simply put, an SLA defines what the IT service provider and the customer should expect when contracting for a service. This document is an ITIL V3 based Service Level Agreement Template. Approvers Role Signed Approval Date Company name Service Provider 14-08-2010 Customer Customer 14-08-2010 Table of Contents. This set of ITIL templates (ITIL document templates) can be used as checklists for defining ITIL process outputs. Download ITIL Incident Record Template Log in or register to download the Individual KPI worksheet and the Workshop and meeting action plan templates, which are available in Microsoft Word and Excel formats. A Service Level Agreement is an agreement between an IT Service Provider and a Customer. Definition: The Service Level Agreement (SLA) is an agreement between an IT service provider and a customer. Our customizable ITIL Practitioner templates are useful documents that can be adapted to the needs of your ITSM initiative. 1.0 10-08-2010 Service Level Agreement Bob Smith 1.1.

There are now 102 officially licensed checklists contained in our ITIL-compliant Reference Process Model, and we make the most popular ITIL templates available for you in our ITIL Wiki. They can also serve as guidelines which are helpful during process execution. It describes the Services being provided, the committed Service Level Targets, and the responsibilities of both IT Service Provider and Customer.

1. 15-08-2010 Service Level Agreement Revised Dave Jones Approval (By signing below, all Approvers agree to all terms and conditions outlined in this Agreement.) ©purple griffon ltd page 5 of 28 6.2.2 reporting 12 6.2.3 procedures 12 7. business hours 13 7.1 business hours 13 7.1.1 head office business hours 13 7.1.2 regional/branch business hours 13 7.2 business peak times 13 7.3 critical business periods 13 7.3.1 month end 13 7.3.2 year end 13 7.3.3 business year end 13 7.4 business support 13 7.5 in business hours 13 The ITIL incident record template guides you through the data most commonly collected when an IT incident occurs, including SLA breach, IT service impacted, and major incident indicator.

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