IT Service-Level Agreement Questionnaire

This sample questionnaire can be used to assess the processes associated with an IT service-level agreement. Topics addressed include identifying critical systems, applications, and services; change services; and continuity planning.

Sample questions include: What services, systems and applications does IT currently offer? What services, systems and applications are the most critical? How often can the services or systems be down? How are users supposed to report service issues or problems to IT? Does IT communicate or report performance issues of systems or services to user departments? Are you aware of services that user departments need but are not currently receiving?