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

The http://www.slm-info.org/2020/04/17/service-level-management-slm-benefits ideal service level management process begins by determining what needs to be provided and at what times. This should be coordinated with the IT team and the business. This will enable you to establish attainable and relevant goals that are both feasible and relevant to your company. Teams should also work together to determine how these goals are being measured and the impact that they have on customer experience.

After these targets have been established, the SLM process should start by making agreements with customers and setting out the requirements for service level. This includes describing the service to be provided (including what’s included and what is excluded in order to leave no room for misunderstanding) as well as defining escalation processes and responsibilities, as well as setting performance metrics. This should be documented as an SLA.

The SLM process should also include a plan to monitor and report on service level compliance that will be monitored regularly to determine whether the goals are being met or not. Automated alerting systems are crucial to this. SLM must also be coordinated among teams, so that everyone knows the services they are accountable for and whether the services are meeting the agreed upon service level.