What is Service Level Management?

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

In the ideal scenario, the service-level management process starts by determining what and when services are needed. This should be done in conjunction with input from both the business and the IT team. This will enable you to set realistic and relevant targets that are both achievable and relevant for your business. Teams should also work together to determine how the targets are evaluated and what effect this has on the customer experience.

Once these goals are set After these targets are established, the SLM should begin by defining service level requirements and establishing agreements with customers. This includes describing the services to be provided (including what's included and what is excluded to ensure there's no room for confusion) and defining escalation procedures and responsibilities, as well as setting performance metrics. This should be documented in an SLA.

The SLM process must also include plans to monitor and report on service level compliance. This plan is reviewed regularly to determine if http://www.slm-info.org/2021/03/09/the-benefits-of-slm objectives are being achieved. Automated alerting is essential. SLM should also be coordinated among teams to ensure that everyone is aware of the services they are accountable for and ensuring that these services are delivering the agreed upon service level.

כתיבת תגובה

האימייל לא יוצג באתר. שדות החובה מסומנים *