What is Service Level Management?

The ITIL Service Level Management Process aims to negotiate with customers establish, define, and establish, monitor, and report on service levels. It works closely alongside other processes such as Capacity Management or Availability Management to ensure that services are provided at a satisfactory level.

In a perfect world the process of managing service levels begins by determining when and what services are required. This must be done with input from both the business and the IT team. This will enable you to create realistic and relevant goals that are both achievable and relevant for your business. Teams should also work together on determining how these targets are being evaluated and the impact this has on customer experience.

Once these goals are set After these targets are established, the SLM should begin by defining the service level requirements and establishing agreements with the customers. This includes describing services (including what is included and what is not, to ensure there is no room to make assumptions about), defining escalation and responsibility procedures, and setting performance indicators. This should be documented in an SLA.

The SLM process must also include the plan to monitor and report on the level of compliance with service levels. This plan will be reviewed frequently to determine whether or not objectives are being achieved. Automated alerting systems http://www.slm-info.org/2020/05/07/what-is-slm are crucial to this. SLM should be coordinated across teams to ensure that everyone is aware of the services they are responsible for and ensures that the services are in line with the agreed upon service levels.

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