Service Level Management (SLM) is a process within ITIL that helps to ensure that agreed-upon company levels are met. In addition, it helps to recognize and correct virtually any service delivery problems that may well arise.

SLM defines, keeps track of, and records on the effectiveness of IT offerings against agreed-upon provider levels (SLAs). The objective is usually to provide an correct breakdown of service overall performance, allowing providers to identify virtually any shortcomings that really must be addressed.

The procedure objectives involve:

To specify the services to become provided as well as the required assistance levels; To define way of measuring metrics; To agree with the obligations, responsibilities, remedies or fees and penalties of each party; And to state how any breach will probably be handled and what happens in cases of noncompliance.

The SLA should include a detailed description from the services to get provided, and what is excluded, including turnaround times, wherever dependency is accessible, processes and technology.

It should also stipulate standards with regards to service supply, escalation techniques and costs/service tradeoffs.

A summary of exclusions should be included, together with a section to get situations including natural really bad problems or terrorist acts, which could excuse the provider from the SLA duties.

The SLM process also includes reviewing and revising maintaining contracts or agreements with suppliers and partners who all are offering external offerings to the THIS service provider.


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