ITIL Protocol SLA Review Template

by Rahulprasad Hurkadli

ITIL is a set of practices used by companies to manage IT services. SLA is an agreement between a service provider and a customer that outlines service levels. Regular SLA reviews are important for managing IT services. Many organizations use SLA review templates for this. The ITIL Protocol SLA Review Template is a free tool for conducting effective SLA reviews. It includes sections for objectives, measurements, schedule, and responsibilities. 

Overview of ITIL Protocol SLA Review

  • Define the objectives: Clearly outline the goals and objectives of the SLA Review process. This step helps provide clarity and focus for the review.
  • Collect and analyze data: Gather relevant data and performance metrics related to the services outlined in the SLA. This can include monitoring service availability, response time, and customer satisfaction levels, among other key performance indicators.
  • Evaluate performance: Assess the service provider's performance against the agreed-upon SLA targets. Identify any gaps or areas where the provider did not meet the expected standards.
  • Identify improvement opportunities: Based on the evaluation of performance, identify areas for improvement. This can involve addressing shortcomings, revising targets, or implementing new processes or technologies.
  • Engage in discussions with stakeholders: Communicate the findings of the review to both the service provider and the customer. Conduct meetings or discussions to discuss any concerns, suggestions, or necessary revisions.

Importance of SLA Review in ITIL Protocol

  • Performance Monitoring: SLA review allows organizations to monitor the performance and actual delivery of services against agreed-upon targets and metrics. It helps in identifying any deviations or gaps between the service levels defined in the SLA and the actual performance of service providers. 
  • Continuous Improvement: SLA review helps in identifying areas for improvement and driving continuous improvement initiatives. By analyzing the performance data and feedback received during the review process, organizations can identify any recurring issues, bottlenecks, or inefficiencies in service delivery
  • Supplier Management: SLA review aids in managing relationships with service providers. It provides a platform for discussions between the organization and its service providers regarding the performance, issues, and future plans. Through SLA review, any issues or concerns can be addressed promptly, and necessary actions can be taken to ensure smooth service delivery.
  • Customer Satisfaction: SLA review helps in monitoring and ensuring customer satisfaction. By reviewing SLA performance, organizations can assess if the services are meeting the expectations and requirements of the customers. Any areas of concern or dissatisfaction can be identified and addressed promptly. 
  • Risk Management: SLA review facilitates risk management by highlighting any potential risks and vulnerabilities in service delivery. It allows organizations to identify and mitigate risks related to service interruptions, performance issues, or compliance breaches. 

Key Elements of an Effective SLA Review Template

  • Objective: Clearly state the objective of the SLA review, such as assessing the performance and compliance of the service provider, identifying areas for improvement, or ensuring alignment with business goals.
  • Scope: Define the scope of the review, including the specific services or processes covered by the SLA, the timeframe of the review, and any specific metrics or performance indicators to be evaluated.
  • Roles and Responsibilities: Identify the individuals or teams responsible for conducting the review, including their respective roles and responsibilities. This may include representatives from the service provider, the customer organization, and any relevant third parties.
  • Review Criteria: Define the criteria or performance indicators that will be used to evaluate the effectiveness of the SLA. This may include metrics such as uptime, response time, resolution time, compliance with service level targets, customer satisfaction, and any other relevant factors.

Benefits of Using a Pre-Built SLA Review Template

  • Time-saving: A pre-built template already contains the necessary structure and sections required for an SLA review, so you don't have to spend time creating one from scratch. This can save you valuable time and effort.
  • Standardization: Templates ensure that all SLA reviews follow a consistent format and structure. This helps in maintaining consistency and avoiding any confusion or inconsistencies in the review process.
  • Comprehensive coverage: A well-designed template covers all the essential elements of an SLA, including performance metrics, service levels, responsibilities, and penalties for non-compliance. This ensures that no critical aspects are missed during the review.
  • Increased efficiency: Templates often include prompts or guiding questions that help you gather and organize the necessary information for the review. This ensures that the process is streamlined and efficient.
  • Easy customization: Though pre-built templates provide a structure, they are usually flexible enough to be customized according to your specific requirements. You can add or remove sections or modify the template to align with your organization's needs.

 How to Effectively Use the Free SLA Review Template

  • Download the template: Start by downloading the free SLA Review Template from a reliable source. Ensure it is compatible with the software you are using (e.g., Microsoft Excel or Google Sheets).
  • Understand the SLA: Before starting the review process, thoroughly read and understand the Service Level Agreement (SLA) that is in place between your organization and the service provider. Familiarize yourself with the agreed-upon metrics, targets, and responsibilities.
  • Gather data: Collect all the necessary data related to the SLA's performance. This could include reports, metrics, feedback, incidents, and any other relevant information. Make sure you have accurate and up-to-date data.
  • Fill in the template: Open the SLA Review Template and start filling in the required information. Typically, the template will have predefined sections for various aspects, such as key performance indicators (KPIs), achievements, areas of improvement, and action plans.


In conclusion, ITIL Protocol SLA review templates are valuable resources for organizations seeking to evaluate and enhance their service level agreements. These free downloadable templates provide a standardized format for assessing SLAs, ensuring that all necessary elements are considered and addressed. By using these templates, organizations can effectively review and improve their SLAs, resulting in better service delivery and customer satisfaction.