Service Level Management (SLM) is a process within ITIL that makes certain that agreed-upon company levels will be met. In addition, it helps to recognize and correct any service delivery problems that may possibly arise.
SLM defines, watches, and studies on the effectiveness of IT services against agreed-upon provider levels (SLAs). The objective should be to provide an appropriate http://www.slm-info.org breakdown of service overall performance, allowing providers to identify any shortcomings that must be addressed.
The process objectives consist of:
To explain the services to be provided and the required service plan levels; To define way of measuring metrics; To agree with the obligations, responsibilities, remedies or fees and penalties of each party; And to stipulate how virtually any breach will probably be handled and what are the results in cases of non-compliance.
The SLA should include an in depth description with the services being provided, and what is excluded, including turnaround times, exactly where dependency exist, processes and technology.
It may also designate standards pertaining to service supply, escalation types of procedures and costs/service tradeoffs.
A listing of exclusions need to be included, together with a section just for situations including natural disasters or terrorist acts, which can excuse the provider from the SLA requirements.
The SLM process also includes reviewing and revising supporting contracts or perhaps agreements with suppliers and partners just who are providing external products and services to the THAT service provider.