What is Service Level Management?

what is slm

The ITIL Service Level Management process seeks to negotiate, define, agree, 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 that services are delivered at an acceptable level.

Ideally, the service level management process should begin by determining what needs be done and at what times. This should be coordinated with the IT team and the business. This will assist in setting reasonable goals that are feasible and relevant to the business. Teams should also collaborate to determine how these goals are being measured and the impact that this has on customer experience.

When these goals are established Once these targets have been established, the SLM process should start by creating agreements with customers as well as defining the service level requirements. This includes describing services (including what is included and what is not, so that there is no room to interpret the terms in a different way), defining escalation and responsibility procedures, and setting performance indicators. This should be documented as an SLA.

The SLM process should also include plans to monitor and provide reports on compliance with service level requirements. This plan is reviewed regularly to determine if objectives are being met. Automated alerting is crucial. SLM should be coordinated between teams to ensure that everyone is aware of what they are accountable for and that they are able to maintain the agreed-upon levels of service.

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