Precisely what is Service Level Management?
Service Level Management (SLM) is a method within ITIL that helps to ensure that agreed-upon services levels will be met. It also helps to discover and correct virtually any service delivery problems that could arise.
SLM defines, tracks, and studies on the overall performance of IT services against agreed-upon company levels (SLAs). The objective should be to provide an exact http://www.slm-info.org summary of service functionality, allowing service providers to identify virtually any shortcomings that really must be addressed.
To specify the services being provided and the required support levels; To define dimension metrics; To agree on the tasks, responsibilities, remedies or fees and penalties of each party; And to indicate how any breach will be handled and what happens in cases of non-compliance.
The SLA should include an in depth description within the services to be provided, and what is omitted, including transformation times, in which dependency prevails, processes and technology.
It may also stipulate standards for service supply, escalation measures and costs/service tradeoffs.
A list of exclusions needs to be included, including a section pertaining to situations just like natural really bad problems or terrorist acts, that can excuse the provider from the SLA commitments.
The SLM process also includes reviewing and revising underpinning contracts or agreements with suppliers and partners whom are providing external solutions to the THIS service provider.