The ITIL Service Level Management Process will help customers negotiate with ITIL Service Level Management to establish, define, and decide on, monitor, and report service levels. It works closely informative post alongside other processes, such as Capacity Management or Availability Management to ensure that services are provided at a satisfactory level.
In a perfect world the process of service-level management begins by determining when and what services are needed. This must be done with input from both the business and the IT team. This will help to set reasonable targets, which are achievable and relevant to the business. Teams should also work together in determining how these goals are being measured and the impact that this has on the customer experience.
Once these goals are set Once these goals are set, the SLM should begin by defining service level requirements and establishing agreements with customers. This includes describing the services (including what is included and what’s not, so that there is no room to miss the mark) in addition to defining escalation as well as responsibility procedures, as well as setting performance metrics. This should be documented in an SLA.
The SLM process must also include a plan for monitoring and reporting on the level of compliance with the service and should be reviewed regularly to determine if goals are being met or not. Automated alerting is crucial. SLM must be coordinated among teams to ensure that everyone is aware of the services they are responsible for and ensures that they are meeting the agreed upon service levels.
