IT Service Level Requirements Template Service Level Requirements (SLR)

by Elina D

Service Level Requirements (SLR)

It collects requirements gathered by the IT service provider detailing the service requirements concerning the description of the service, availability, capacity, continuity, service level objectives, service level targets, suppliers needed, roles and responsibilities needed, etc.
SLR’s are the initial documents prepared by the service provider concerning the customer’s discussions. Based on the SLRs, service level objectives and service level targets will be drafted, negotiated, agreed upon, and consolidated into SLAs.

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IT Service Level requirements

Objectives:

  • To define the functionality and non-functional requirements of the IT service.
  • To define the core service, enabling service, and enticing services.
  • To define the utility and warranty specifications.
  • To capture all the customer requirements as defined without missing any information.

Transfiguration of SLR to SLA

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IT Service Level requirements

IT Service Level Requirements Template

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PROCEDURE

DESCRIPTION

1

Requirement understanding from the customer

1. Service Level Management team will understand the customer’s initial requirements, which could be gathered through emails, documents, direct conversations in meetings, or phone calls.

2.The focus areas in gathering requirements would be:

·  Understanding service description

·   Understanding the service start date.

·  Service success criteria

·  Service availability

·   Service capacity

·  Planned service interruptions.

· Security requirements concerning identity and access

·  Business continuity

2

Drafting SLR’s

After gathering requirements, the service level management team and design coordination manager will refine those gathered requirements and document them into a document called service level requirements. Drafted SLR’s are then sent to the customer for their consent. If the customer disagrees, then the conditions are gathered again.

3

Approved SLR

 If the drafted SLR’s are as per customer expectations, the customer will approve the SLR’s.

4

Preparation of SLO’s and SLT’s

Based on the approval of SLR’s, SLO’s and SLT’s are prepared by the service level management team.


SLT: Targets, which are SMART (Specific, Measurable, Achievable, Relevant, and Timebound) and is usually based on KPIs.


SLO: Objectives, which define the service description and criteria.

5

Drafting, negotiating, and standardizing SLA’s

1.Service level management team and supplier management, IT service continuity management, Availability, Capacity, and Information Security management teams will draft the SLA’s.

2.  Then SLA’s are negotiated with the customer.

3.  After the negotiations, the SLA’s are standardized, defined, and published to all stakeholders.

 

 

 

Legend:

Service availability: Details the service availability, for example:
Service availability during weekdays, weekends, timings

Service capacity: Details the service capacity, for example:
Number of users who can use the service concurrently
Number of transactions to be processed at a point in time
Peak usage during days, weeks, months, or seasons

Service security: Details the service security, for example:
Confidentiality, integrity, availability, and non-repudiation concerning IT systems
Confidentiality, integrity, availability, and non-repudiation concerning user credentials

Service continuity: Details the service continuity, for example:
Recovery procedures & restoration procedures for IT systems

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