The ITIL Service Level Management process aims to negotiate, define, agree and monitor service levels with customers. It works in conjunction with other processes such as Capacity Management or Availability Management to ensure services are delivered at an acceptable level.
Ideally, the service level management process begins by determining the requirements to be done and at what times. This must be done with input from both the business and the IT team. This will help to set reasonable goals, which can be achieved and are relevant to the business. Teams should also collaborate to determine how these targets are assessed and the impact this will have on the customer experience.
Once these targets have been established Once these goals are set, the SLM should begin by defining service level requirements and establishing agreements with the customers. This includes describing the service to be http://www.slm-info.org/2021/12/29/generated-post-4 provided (including what’s included and what is excluded in order to leave no room for interpretation errors), defining escalation procedures and responsibilities, and setting performance metrics. This should be documented as an SLA.
The SLM process must also include the plan to monitor and review the service level compliance. This plan will be reviewed periodically to determine if the objectives are being achieved. Automated alerting systems are vital in this regard. SLM should be coordinated between teams so that everyone is aware of the services they are accountable for and that these services are delivering the agreed-upon service level.