ITIL Service Level Report Template

by Rahulprasad Hurkadli

ITIL is a framework for managing IT services. It includes service level agreements (SLAs) to define service levels between providers and customers. Organizations use service level reports to monitor performance, which can be time-consuming. Templates simplify this process by providing a pre-defined structure. Using an ITIL service level report template saves time and ensures comprehensive reports. Templates can be customized to meet specific reporting requirements

The Importance of service level reporting in ITIL

  • Measurement of performance: Service level reporting allows organizations to track and measure the performance of their IT services against the agreed-upon service level agreements (SLAs). It provides concrete data on whether the IT services are meeting the desired performance standards.
  • Accountability and transparency: Service level reporting promotes accountability within the organization, as it ensures that the IT service providers are held responsible for delivering the agreed-upon services. It also enhances transparency by providing stakeholders with clear visibility into the performance of the IT services.
  • Continuous improvement: By analyzing service level reports, organizations can identify areas where service levels are not being met or are falling short of expectations. This analysis helps in identifying areas for improvement and addressing any underlying issues to enhance overall service delivery.
  • Customer satisfaction: Service level reporting enables organizations to monitor customer satisfaction levels based on the agreed-upon service levels. It helps in identifying areas where customers may be dissatisfied and allows organizations to take corrective actions to improve customer experience.
  • Decision-making: Accurate and timely service level reporting provides organizations with the data they need to make informed decisions related to resource allocation, budgeting, and prioritization of IT service improvements. It helps in aligning IT services with business objectives and enables effective decision-making to support the overall organizational strategy.

Understanding the ITIL Service Level Report Template

  • Executive Summary: This section provides a high-level overview of the report, including key highlights and metrics. It should offer a brief summary of the service levels achieved and any noteworthy issues or improvements.
  • Introduction: This section provides background information about the SLAs and their purpose. It should outline the scope of the report and its intended audience.
  • Service Level Performance Summary: This section provides a detailed breakdown of the service level performance metrics. It may include information on the number of incidents, the average resolution time, and the uptime percentage, among others. This section should compare actual performance against the agreed-upon service levels.
  • SLA Management Summary: This section provides an overview of the SLA management process, including any changes or updates made during the reporting period. It may include details on any new SLAs established or any terminated SLAs.
  • Key Issues and Recommendations: This section highlights any significant issues or concerns that may have impacted service levels during the reporting period. It should offer recommendations for improvement and actions to be taken to address these issues.
  • Customer Satisfaction: This section provides feedback on customer satisfaction with the service levels. It may include results from customer surveys or any other feedback mechanism used to gauge customer satisfaction.

Key Features of the ITIL Service Level Report Template

  • Service level agreement (SLA) compliance: The template includes metrics to track the performance of IT services against the agreed-upon SLAs. It provides an overview of SLA targets and their actual achievement.
  • Incident and problem management: The template provides information on the number of incidents and problems reported, their resolution time, and their impact on service levels. This helps to assess the effectiveness of the incident and problem management processes.
  • Service availability and reliability: It includes data on service availability and reliability, such as uptime percentage, mean time between failures (MTBF), and mean time to repair (MTTR). This helps to evaluate the overall reliability and availability of IT services.
  • Service performance: The template provides performance metrics, such as response time, resolution time, and customer satisfaction scores. These metrics help to measure the performance of IT services and identify areas for improvement.
  • Service improvement initiatives: It outlines any ongoing or planned service improvement initiatives, including the goals, actions, and expected outcomes. This helps to demonstrate the organization's commitment to continuously improving service levels.
  • Service level breaches: The template highlights any instances where SLAs have been breached, along with the root cause analysis and corrective actions taken. This helps to identify recurring issues and prevent future breaches.

Benefits of Using the ITIL Service Level Report Template

  • Standardization: The template helps in standardizing the format and structure of service level reports. This ensures that all reports adhere to a consistent layout, making it easier for stakeholders to review and compare different reports.
  • Time-saving: The template simplifies the process of creating service level reports by providing predefined sections and fields that need to be filled out. This saves time and effort for IT professionals who would otherwise have to create reports from scratch.
  • Clarity and transparency: The template provides a clear framework for reporting service level metrics and performance indicators. This enhances communication between the IT department and stakeholders by ensuring that the report content is structured, concise, and easily understandable.
  • Benchmarking: By using the same template for service level reporting, organizations can easily compare performance across different time periods or between different service providers. This enables benchmarking and helps identify areas for improvement or potential issues.
  • Compliance: The ITIL Service Level Report Template helps organizations comply with ITIL best practices, which are widely adopted in the IT service management industry. Adhering to these best practices enhances quality control and governance.
  • Alignment with business objectives: The template provides a framework for reporting on service levels in line with the organization's business objectives. It helps measure IT service performance, alignment with customer expectations, and the overall value IT delivers to the business.


Using an ITIL Service Level Report Template has many advantages, including streamlining the reporting process, ensuring consistency and accuracy, and saving time. It helps organizations monitor and manage service levels, track performance, and identify areas for improvement. By downloading a free template, organizations can access a ready-to-use document that can be customized. Overall, it enhances service management practices and helps achieve goals.