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What is Service Level Management?

The ITIL Service Level Management Process will help customers negotiate with ITIL Service Level Management to, define, decide on, monitor, and report on service levels. It works closely alongside other processes, such as Capacity Management or Availability Management to ensure services are delivered with an acceptable level.

Ideally, the service level management process should begin by determining what requirements must be delivered and at what dates. This is done with input from both the business and the IT team. This will allow you to establish realistic and appropriate targets that are both achievable and appropriate for your business. Teams must also work together to determine how the targets are analyzed and what impact this has on the customer experience.

Once these goals have been established after establishing these targets, the SLM process should begin by making agreements with customers and define the requirements for service levels. This includes describing the services to be provided (including what’s included and what’s not in order to leave no room for confusion) as well as defining escalation processes and responsibilities, as well as setting performance metrics. This should http://www.slm-info.org/2021/03/01/cybersecurity-2021-whats-new/ be documented in an SLA.

The SLM process must also contain plans to monitor and report on the level of compliance with service levels. This plan will be reviewed regularly to determine if goals 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 ensuring that these services are meeting the agreed-upon level of service.

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