ITIL Service Level Agreement Template (Word DOC)

This document is an ITIL V3 based Service Level Agreement Template.

A Service Level Agreement is an agreement between an IT Service Provider and a Customer. It describes the Services being provided, the committed Service Level Targets, and the responsibilities of both IT Service Provider and Customer. It is the 'contract' between both parties and as such it must be signed by both, and then be subject to formal Change Control.

Typical contents: Service Description, Availability, Pricing, KPI's, Reporting, Review Meeting Frequency, Escalation Procedures, Key Stakeholder Contact Details, etc.

This ITIL Service Level Agreement Template by Dartview Consulting Limited is meticulously structured to cover all critical aspects of service management. The document includes a comprehensive Introduction, detailing the scope and objectives of the SLA, ensuring both parties have a clear understanding from the outset. The Business Functions section outlines the key operational areas impacted by the SLA, providing a clear framework for service delivery.

Service Levels are clearly defined, with specific KPIs for Availability and Reliability, ensuring measurable performance standards. The Service Continuity section addresses contingency planning, ensuring minimal disruption in case of unforeseen events. Charges are transparently outlined, ensuring no hidden costs, and the Service Reporting and Reviewing section ensures regular performance assessments and continuous improvement.

The Amendment Sheet at the end of the document ensures that any changes to the SLA are documented and tracked, providing a clear audit trail. This template is designed to facilitate a seamless, professional agreement between IT service providers and their customers, ensuring clarity, accountability, and high standards of service delivery.