The ITIL Service Level Management process aims to negotiate, define, and agree to monitor and report on service levels with customers. It works closely with other processes, like Capacity Management and Availability Management to ensure services are delivered with a reasonable level of quality.
In a perfect world the process of service-level management begins by determining when and what services are required. This should be conducted in conjunction with the IT team and the business. This will assist in setting reasonable goals, which can be accomplished and relevant to the business. Teams should also collaborate to determine how these https://slm-info.org/2022/11/08/free-offline-document-management-software-overview/ goals are analyzed and what impact this will have on the customer experience.
After these targets are established, the SLM should begin by defining the service level requirements and establishing agreements with customers. This includes describing the services (including what is included and what’s not, to ensure there is no room to make assumptions about) in addition to defining escalation as well as responsibility procedures, and setting performance indicators. This should be documented in an SLA.
The SLM process must also include plans to monitor and report on service level compliance. The plan will be reviewed frequently to determine if objectives are being met. Automated alerting systems are essential for this. SLM should also be coordinated among teams, so that everyone is aware what services they are responsible for and ensures that the services are meeting the agreed-upon level of service.