Service Level Management (SLM) is a procedure within ITIL that makes certain that agreed-upon system levels are met. It also helps to determine and correct any kind of service delivery problems that could arise.

SLM defines, displays, and reviews on the efficiency of IT providers against agreed-upon service levels (SLAs). The objective is always to provide an appropriate review of service functionality, allowing providers to identify any shortcomings that must be addressed.

The procedure objectives include:

To clearly define the services for being provided and the required system levels; To define way of measuring metrics; To http://www.slm-info.org/2021/07/12/generated-post-2 acknowledge the tasks, responsibilities, remedies or fees and penalties of each get together; And to identify how any breach will be handled and what goes on in cases of non-compliance.

The SLA should include reveal description for the services to become provided, and what is omitted, including turn-around times, exactly where dependency is accessible, processes and technology.

It will also state standards just for service availability, escalation techniques and costs/service tradeoffs.

A listing of exclusions ought to be included, including a section with respect to situations such as natural disasters or terrorist acts, which often can excuse the provider from its SLA commitments.

The SLM process also contains reviewing and revising maintaining contracts or perhaps agreements with suppliers and partners who have are offering external offerings to the THIS service provider.