ITIL Basics
ITIL - Home
ITIL - Overview
ITIL - Terminologies
ITIL - Service Basics
ITIL - Service Lifecycle
Service Strategy
ITIL - Service Strategy Overview
ITIL - Service Strategy Roles
ITIL - Strategy Generation
ITIL - Service Portfolio Management
Business Relationship Management
ITIL - Demand Management
ITIL - Financial Management
Service Design
ITIL - Service Design Overview
ITIL - Service Catalogue Management
ITIL - Service Level Management
ITIL - Capacity Management
ITIL - Availability Management
ITIL - Service Continuity Management
Information Security Management
ITIL - Supplier Management
Service Transition
ITIL - Service Transition Overview
ITIL - Project Management
ITIL - Change Management
Service Assets and Configuration Management
Release and Deployment Management
ITIL - Service and Validation Testing
Service Operation
ITIL - Service Operation Overview
ITIL - Event Management
ITIL - Incident and Request
ITIL - Problem Management
ITIL - Access Management
Continual Service Improvement
CSI Overview
Service Reporting

ITIL - Service Level Management

Overview

Service Level Management (SLM) deals with negotiating, agreeing and documenting existing services with some level of policies.

Service Level Manager is the process owner of this process.

SLM deals with following two kinds of agreements −

Service Level Agreement (SLA)

It is an agreed document assuring the warranty with regard to the level of service quality delivered by the service provider. It is between service provider and the customer.

Operational Level Agreement (OLA)

Unlike SLA, it is an agreement within the organization.

SLM Activities

The following diagram describes activities involved in SLM process −

Service Level Requirement (SLR) is one of the earliest activities in Service design of Service Lifecycle. SLR needs to be drafted, once the service catalogue has been produced and SLA structure has been agreed.

Objectives

The objectives of SLM are as follows −

Sr.No.	Objectives
1	Define, document, agree, monitor, measure, report, and review the level of IT service provided.
2	Provide and improve the relationship and communication with the business and customers.
3	Ensure that specific and measurable targets are developed for all IT services.
4	Monitor and improve customer satisfaction with the quality of service delivered
5	Ensure that IT and customers have a clear and unambiguous expectation of the level of service to be delivered

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