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Service Level Management

In any company, there must be an agreement between the business and the client to achieve realistic goals. The business has to provide a level of service that is acceptable by the client. Service Level Management (SLM) is responsible for continuously identifying, monitoring, and reviewing IT service levels and IT service quality. This process ensures that the agreed upon level of service is provided for all IT services.  Service Level Management also makes sure that the services align with the business requirements as well as meet the needs of the customers.

Service Level Management involves negotiating, approving, and documenting the appropriate IT service targets for the business in a way that is understandable to the customer. The documentation of SLM includes the following two agreements:

  • Service Level Agreement (SLA) – a technical document that allows IT management to calculate costs and justify prices to customers. SLAs should be written in a clear, concise, and unambiguous manner so that it is comprehensible to the customer.
  • Operational Level Agreement (OLA) – an internal document which defines the interdependent relationships among the internal support groups of an organization.

In addition to the documentation, there is monitoring and measuring to ensure that the agreed service targets are met.  Effective monitoring helps to quickly identify any issues and improve the services if necessary. Customer reviews can also help management identify what services are valued by customers and what additions they would like to see in the service.

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About this author:

Angel Prusinowski

Angel is a leading ITIL® instructor at Ashford Global IT.

One response to “Service Level Management”

  1. […] Service level is a very important ITIL concept. This measurement of your achievements against specific targets is essential to meeting customer expectations. Service Level Management (SLM), a continual process of negotiating agreements with consumers about acceptable service levels and ensuring that they’re met, is an important business function that everyone you employ must take part in, no matter how far removed they seem. Read more detail on SLM here. […]

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