What is Service Level Management?
The ITIL Service Level Management Process is designed to help customers negotiate and define, agree on, monitor, and report on service levels. It works closely alongside other processes such as Capacity Management or Availability Management to ensure services are delivered at an acceptable level.
In a perfect world the process of service-level management begins by determining when and which services are required. This should be done with input from both the business and the IT team. This will enable you to create realistic and relevant goals that are both feasible and appropriate for your business. Teams should also work together to determine how the targets are evaluated and what effect this will have on the customer experience.
After establishing http://www.slm-info.org/2020/04/17/service-level-management-slm-benefits/ these targets after which the SLM should begin by defining service level requirements and establishing agreements with the customers. This includes describing services (including what is included and what is not, to ensure there is no room for misinterpret), defining escalation and responsibility procedures, as well as setting performance measures. This should be documented in an SLA.
The SLM process must also include an action plan to monitor and provide reports on compliance with service level requirements. This plan will be reviewed frequently to determine if goals are being achieved. Automated alerting systems are essential for this. SLM should be coordinated between teams so that everyone knows the services they are responsible for and ensures that they are meeting the agreed-upon levels of service.