This article provides an overview of the ITIL process Service Level Management.

Service Level Management sets the service level targets between IT and the organisation. These targets will typically cover availability, performance and other operations processes such as incident management. The purpose is to ensure that the IT service is operating at an acceptable level, and that it can be monitored to ensure it is doing so. Service Level Management also builds relationships and communication between IT and the organisation.

Service Level Agreements are an important feature of Service Level Management. They are typically a written document that states the levels of service that have been agreed between the organisation and IT. This can then be referred to when monitoring and reporting on the current levels. If the levels of service are not meeting the agreed levels, this should be discussed rather than using the SLAs to take either side to task. It may be that the service level agreement needs to be revised, rather than the level of service itself.

Further advice can be provided on:

a) Designing SLA Frameworks.
b) Example Service Level Agreements.
c) How to introduce new SLAs.
d) Monitoring and Metrics.
e) Underpinning Agreements.
f) Complaints and Compliments.

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