What is Service Level Management?

The ITIL Service Level Management process will help negotiate, define, and agree and monitor the service levels of customers. It works closely alongside other processes, such as Capacity Management or Availability Management to ensure that services are provided at a satisfactory level.

In the ideal scenario, the service-level management process begins by determining when my blog and which services are required. This should be done in conjunction with input from both the business and the IT team. This will enable you to establish realistic and appropriate targets that are both feasible and relevant to your company. Teams should also collaborate to determine how these goals are assessed and the impact this will have on the customer experience.

After establishing these targets After these targets are established, the SLM should begin by defining service level requirements and establishing agreements with customers. This includes describing services (including what is included and what’s not, so that there is no room for misinterpret) setting out escalation and responsibility procedures, and setting performance indicators. This should be documented in an SLA.

The SLM process should also include a plan to monitor and report on the level of compliance with the service that will be reviewed regularly to determine if objectives are being met or not. Automated alerting systems are essential to this. SLM must also be coordinated among teams to ensure everyone is aware of what services they are responsible for and whether the services are upholding the agreed-upon service level.