What is Service Level Management?

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

The ideal service level management process starts by determining what needs to be delivered and at what times. This should be conducted in conjunction with the IT team and the business. This will enable you to establish attainable and relevant goals that are both achievable and appropriate for your business. Teams should also work together on determining how the targets are being measured and the impact this has on customer experience.

After establishing these targets After these targets are established, the SLM should begin by defining service level requirements and establishing agreements with the customers. This includes describing the services (including what is included and what is not, to ensure there is no room to interpret the terms in a different way), defining escalation and responsibility procedures, as well as setting performance indicators. This should be documented in an SLA.

The SLM process must also contain plans to monitor cybersecurity 2021 whats new and report on service level compliance. The plan will be reviewed periodically to determine if the objectives are being achieved. Automated alerting is vital. SLM should be coordinated between teams, so everyone is aware of the services they are accountable for and whether the services are in line with the agreed upon level of service.

— Posted on May 28, 2024 at 12:00 am by permagroove