What is Service Level Management?

The ITIL Service Level Management process seeks to negotiate, define, agree to monitor and report on service levels with customers. It is in close collaboration with other processes such as Capacity Management or Availability Management to ensure services are delivered at an acceptable level.

The ideal process of managing the service level begins by determining what requirements must be delivered and at what dates. This must be done with input from both the business and the IT team. This will help set reasonable goals, which can be achieved and are relevant to the business. Teams should also collaborate to determine how the targets are analyzed and what impact this will have on the customer experience.

After these targets have been established, the SLM process should begin by signing agreements with customers and defining the service level requirements. This includes describing the services (including what is included and what is not, so that there is no room to misinterpret), defining escalation and responsibility procedures, and setting performance measures. This should be documented in an SLA.

The SLM process must also contain plans to monitor and review the service level compliance. This plan is reviewed regularly to determine whether or not goals are being met. Automated alerting is vital. SLM should be coordinated between teams so that everyone is aware the services they are accountable for and that these services are delivering the agreed upon level of service.

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