The ITIL Service Level Management Process aims to negotiate with customers determine, agree on, monitor, and report service levels. It is in close collaboration with other processes such as Capacity Management or Availability Management to ensure that services are delivered at a reasonable level.
In the ideal scenario, the process of service-level management begins by determining the time and date services are needed. This should be done in conjunction with the IT team and the business. This will help set reasonable goals that can be achieved and are relevant to the business. Teams should also collaborate to determine how the targets are analyzed and what impact this has on the customer experience.
After establishing these targets Once these goals are set, the SLM should begin by defining the service level requirements and establishing agreements with customers. This includes describing services (including what is included and what’s not, to ensure there is no room to interpret the terms in a different way) setting out escalation and responsibility procedures, as well as setting performance measures. This should be documented in an SLA.
The SLM process must also include the plan to monitor and report on the level of compliance with service levels. The plan will be reviewed periodically to determine if the objectives are being achieved. Automated alerting is vital. SLM must be coordinated between teams so that everyone is aware of what services they are responsible for and whether the services are in line with the agreed-upon service level.