Service Level Management Toolbox (ISO 20000, ITIL) (Excel XLSX)

Service Level Management Toolbox (Excel)

ISO/IEC 20000 & ITIL-aligned SLM workbook – instant download (XLSX)

Run your Service Level Management end-to-end—from SLRs and SLAs to measurement, reporting, reviews, CAR/CSI, and audit evidence—in one fast, audit-ready workbook. The SLM Toolbox turns spreadsheets into a real operating model: define metrics, capture lineage, publish monthly packs with proof, record decisions on time (≥ T-90), and surface everything on an SLM Dashboard.

Why teams love it

Single source of truth. One governed place for SLRs, SLAs, OLAs/UCs, KPI definitions, breaches, CARs, training, records, and immutable snapshots—linked across tabs so nothing gets lost.

Publish-with-proof. "No go" if lineage (T05), snapshot (T21), or distribution log are missing—so every report is defensible.

Decision discipline. Renewal pipeline (T-180/120/90) and ≥ T-90 decision rule baked in; red KPIs auto-trigger CAR tracking.

Management-ready in minutes. Refresh pivots/charts, open the dashboard, and you're ready for the service review.

Audit-proof traceability. Records & Retention (T18), snapshot manifest (T21), and distribution logs create an immutable trail.

What's inside (ready-to-use tabs)

Introduction & How to Use – Quick start, rules of engagement, and workbook map with one-click links.

SLM_Objectives (T01) – SMART objectives and review cadence.

SLR Register (T03) – Requirements per service/customer with acceptance criteria & time windows.

Metric Dictionary (T04) – KPI definitions, formulas, thresholds (G/A/R), owners, and cadence.

Data Lineage Index (T05) – Sources, transformations, reconciliations, and validation evidence.

SLA Register (T06) – Effective dates, targets, clauses, and lifecycle tracking (≥ T-90 rule).

OLA & UC Clause Map (T07) – Assurance that underpinning commitments meet SLA targets.

Monthly SLA Report (T11) – Charts, trends, commentary; distribution is blocked until checks pass.

Distribution Log / Distribution_Log – Who received which pack and when, linked to snapshots.

Breach Register – KPI/SLA breaches with impact and notification trail.

CAR Log (T15) – Corrective actions, RCA, owners, due dates, and effectiveness verification.

Records & Retention (T18) & SLM_Records_Index (T18) – Controlled register of all evidence.

SLM_Snapshot_Manifest (T21) – Hashes/URIs for immutable report artifacts.

SLM_Training (T22) – Role competence and training evidence (≥ 80% pass).

Validation Summary – "Green-gate" checks before publication.

Readiness_Checklist_G3 – Pre-publish quality gate with sign-offs.

Audit_Finding_Log – Findings, actions, and closure proof.

SLM_Dashboard / SLM Additional – Dashboard – Portfolio-level performance for leadership.

Lists / Lists_hidden – Controlled vocabularies to keep data clean.

Designed for

SLM Managers & Process Owners, Service Owners, CIO/IT leaders, Monitoring & Reporting Analysts, Data Stewards, Records & Change Managers, Security/Privacy/Legal, Internal Audit, and Risk & Compliance teams building an ISO/IEC 20000-aligned SMS with ITIL 4 practices.

Works how you work

100% Excel (.xlsx). No macros required.

Built-in data validation and cross-links; Data → Refresh All updates pivots/charts before publishing.

Europe/Berlin calendar & time semantics standardized across KPI windows and deadlines.

The payoff

Fewer disputes, more decisions. Evidence-first reporting keeps conversations focused on actions.

Always audit-ready. Clause-mapped artifacts, retention, and immutable snapshots make audits predictable.

Time back every month. Stop wrangling slides—export clean reports straight from the workbook.

Have questions about the product or want light tailoring (e.g., your house gates, cadences, or roles)? Drop us a note at support@flevy.com
or use the "Ask the Author a Question" form.