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What is Service Level Management?

The ITIL Service Level Management process aims to negotiate, define, agree and monitor the service levels of customers. It works in conjunction with other processes such as Capacity Management or Availability Management to ensure that services are delivered with an acceptable level.

In an ideal world, the service-level management process starts by determining when and which services are needed. This should be done in conjunction with input from both the business and the IT team. This will enable you to establish attainable and relevant goals that are both feasible and relevant to your business. Teams should also work together in determining how these goals are being measured 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 customers. This includes describing the service to be provided (including what’s included and what is excluded and ensuring there’s no room for confusion) as well as defining escalation processes and responsibilities, and setting performance metrics. This should be documented in an SLA.

The SLM process must also include an action plan to monitor and report on the level of compliance with service levels. This plan will be reviewed regularly to determine if the goals are being achieved. Automated alerting systems are essential to this. SLM must be coordinated between teams so that everyone is aware the services they are accountable for and that these services are delivering the agreed-upon service level.


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