Service Level Management (SLM) is a method within ITIL that helps to ensure that agreed-upon product levels happen to be met. In addition, it helps to determine and correct virtually any service delivery problems that may possibly arise.
SLM defines, monitors, and accounts on the efficiency of IT offerings against agreed-upon assistance levels (SLAs). The objective is always to provide an appropriate read here summary of service effectiveness, allowing providers to identify virtually any shortcomings that must be addressed.
The procedure objectives consist of:
To define the services to be provided as well as the required assistance levels; To define way of measuring metrics; To acknowledge the tasks, responsibilities, remedies or penalties of each party; And to identify how any kind of breach will probably be handled and what are the results in cases of non-compliance.
The SLA should include a detailed description within the services to be provided, and what is excluded, including turn-around times, in which dependency is present, processes and technology.
It should also identify standards with regards to service supply, escalation methods and costs/service tradeoffs.
A directory of exclusions needs to be included, including a section with respect to situations just like natural disasters or terrorist acts, which can excuse the provider from the SLA obligations.
The SLM process also includes reviewing and revising maintaining contracts or agreements with suppliers and partners whom are offering external products and services to the IT service provider.