What is Service Level Management?

Service Level Management (SLM) is a method within ITIL that helps to ensure that agreed-upon product levels will be met. It also helps to identify and correct any kind of service delivery problems that may arise.

SLM defines, computer monitors, and records on the functionality of IT products and services against agreed-upon system levels (SLAs). The objective is usually to provide an appropriate i loved this breakdown of service performance, allowing companies to identify virtually any shortcomings that really must be addressed.

The task objectives include:

To specify the services to become provided and the required product levels; To define dimension metrics; To agree with the responsibilities, responsibilities, remedies or fines of each get together; And to stipulate how any breach will probably be handled and what are the results in cases of noncompliance.

The SLA should include an in depth description within the services for being provided, and what is excluded, including turnaround times, in which dependency is actually, processes and technology.

It should also identify standards intended for service availability, escalation steps and costs/service tradeoffs.

A directory of exclusions should be included, including a section with respect to situations including natural catastrophes or terrorist acts, which often can excuse the provider from the SLA requirements.

The SLM process also includes reviewing and revising underpinning contracts or agreements with suppliers and partners just who are featuring external offerings to the IT service provider.