IT Service Level Requirements Template

Service Level Requirements Template

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Service Level Requirements (SLR)

It is the collection of requirements that is gathered by the IT service provider detailing the service requirements with respect to 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, with reference to the discussions made with the customer. Based on the SLR’s, service level objectives and service level targets will be drafted, negotiated, agreed and consolidated into SLA’s.

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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Sl. No. Procedure Description
1 Requirement understanding from customer
  • Service Level Management team will understand the initial requirements from the customer which could be gathered through emails, documents, direct conversations in meetings or phone calls.
  • 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 with respect to 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 will document them into a document called service level requirements. Drafted SLR’s are then sent to the customer for their consent. If the customer doesn’t agree, then the requirements are gathered again.
3 Approved SLR If the drafted SLR’s are as per customer expectations, then the customer would 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
    • Service level management team along with Supplier management, IT service continuity management, Availability, Capacity, Information Security management teams will draft the SLA’s.
    • Then SLA’s are negotiated with the customer.
  • 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 of time
Peak usage during days, weeks, months, or seasons

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

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

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