Service Level Management (SLM) is a method within ITIL that makes sure that agreed-upon support levels are met. It also helps to discover and correct any service delivery problems that may possibly arise.
SLM defines, screens, and records on the efficiency of IT solutions against agreed-upon service plan levels (SLAs). The objective should be to provide an correct http://www.slm-info.org/ overview of service efficiency, allowing companies to identify any shortcomings that really must be addressed.
The process objectives include:
To define the services to be provided plus the required assistance levels; To define way of measuring metrics; To agree with the duties, responsibilities, remedies or penalties of each party; And to state how any breach will be handled and what goes on in cases of non-compliance.
The SLA should include reveal description in the services for being provided, and what is ruled out, including transformation times, in which dependency is actually, processes and technology.
It may also state standards for service availability, escalation steps and costs/service tradeoffs.
A directory of exclusions need to be included, together with a section for the purpose of situations such as natural catastrophes or terrorist acts, which may excuse the provider from its SLA duties.
The SLM process also includes reviewing and revising underpinning contracts or perhaps agreements with suppliers and partners exactly who are offering external companies to the THAT service provider.
