Our Service-Level Agreement Questionnaire is designed to help organizations assess and enhance their operational reliability and customer satisfaction. By providing a structured framework for evaluating IT services, performance metrics and escalation processes, this tool empowers organizations to proactively identify gaps, streamline communication and ensure consistent delivery standards. Its approach makes it invaluable for businesses seeking to strengthen trust with customers and maintain a competitive edge through robust service management.

This tool includes two samples, each addressing critical aspects of service-level agreements. Sample 1 focuses on interviewing IT stakeholders to identify critical services, systems and applications. It evaluates service reliability, downtime tolerance, issue reporting and improvement opportunities, while addressing budgeting, priorities and continuity planning to align IT services with user needs. Sample 2 focuses on IT help desk documentation, managing customer expectations and tracking performance. It covers service-level agreement review, user input, compliance, technical requirements and problem resolution procedures.

Sample questions include:

• Who identifies opportunities to change services, systems, applications or processes?
• What measurements are used to determine if a user’s needs are being met?
• Who is responsible for implementing and/or managing identified opportunities?