The ITIL Service Level Management Process seeks to negotiate with customers determine, establish, monitor, and report on service levels. It is in close collaboration with other processes like Capacity Management or Availability Management to ensure that services are delivered with an acceptable level.

Ideally, the service level management process should begin by determining what needs be delivered and at what dates. This should be coordinated with the IT team and the business. This will help you establish attainable and relevant goals that are both feasible and relevant to your business. Teams must also work together to determine how these targets are measured and what impact this has on the customer experience.

After these targets have been established, the SLM process should start by signing agreements with customers and define the requirements for service levels. This includes describing the service to http://www.slm-info.org/2021/07/08/generated-post be provided (including what’s included and what’s not, so there is no room for misinterpretation) and defining escalation procedures and responsibilities, and setting performance metrics. This should be documented in an SLA.

The SLM process must also include a plan for monitoring and reporting on the compliance of service levels which is monitored regularly to determine whether objectives are being met or not. Automated alerting is crucial. SLM should be coordinated between teams to ensure that everyone understands which services they are accountable for and if they are able to maintain the agreed upon levels of service.