Service Level Management (SLM) is a process within ITIL that makes sure that agreed-upon product levels happen to be met. In addition, it helps to determine and correct any kind of service delivery problems that may arise.
SLM defines, watches, and studies on the overall performance of IT expertise against agreed-upon assistance levels (SLAs). The objective is always to provide an exact breakdown of service efficiency, allowing providers to identify any kind of shortcomings that must be addressed.
The process objectives involve:
To clearly define the services for being provided plus the required service levels; To define measurement metrics; To informative post agree with the obligations, responsibilities, remedies or fees and penalties of each party; And to state how any kind of breach will be handled and what happens in cases of non-compliance.
The SLA should include a detailed description within the services to become provided, and what is ruled out, including turnaround times, just where dependency prevails, processes and technology.
It should also stipulate standards just for service supply, escalation techniques and costs/service tradeoffs.
A directory of exclusions ought to be included, including a section to get situations such as natural catastrophes or terrorist acts, which may excuse the provider from its SLA requirements.
The SLM process also includes reviewing and revising maintaining contracts or perhaps agreements with suppliers and partners who also are offering external services to the IT service provider.