This Service-Level Controls Audit Work Program is designed to help organizations evaluate and enhance their service-level agreements (SLAs) effectively. It provides structured guidance for assessing SLA controls, ensuring compliance and identifying opportunities for improvement. By leveraging this audit tool, businesses can establish high-level requirements, implement frameworks to meet those needs and track critical performance metrics to optimize service delivery. This resource empowers organizations to align IT services with business objectives, driving accountability and operational excellence.

This document includes two samples for auditing SLA controls. Sample 1 focuses on planning, fieldwork, reporting and administrative phases, offering insights into reviewing policies, procedures and organizational structures. Sample 2 expands on these aspects by including additional steps for auditing disclosure statements, evaluating user satisfaction and testing service-level commitments. Together, these samples offer a thorough approach to SLA auditing, providing the foundation for effective management and continuous service enhancement.

Audit steps include:

• Determine the appropriate audit contact.
• Submit the report to the internal audit report database.
• Obtain a sufficient understanding of the audit area.
• Evaluate whether queries are cleared in a timely manner.