- Service Reporting
- CSI Overview
- ITIL - Access Management
- ITIL - Problem Management
- ITIL - Incident and Request
- ITIL - Event Management
- ITIL - Service Operation Overview
- ITIL - Service and Validation Testing
- Release and Deployment Management
- Service Assets and Configuration Management
- ITIL - Change Management
- ITIL - Project Management
- ITIL - Service Transition Overview
- ITIL - Supplier Management
- Information Security Management
- ITIL - Service Continuity Management
- ITIL - Availability Management
- ITIL - Capacity Management
- ITIL - Service Level Management
- ITIL - Service Catalogue Management
- ITIL - Service Design Overview
- ITIL - Financial Management
- ITIL - Demand Management
- Business Relationship Management
- ITIL - Service Portfolio Management
- ITIL - Strategy Generation
- ITIL - Service Strategy Roles
- ITIL - Service Strategy Overview
- ITIL - Service Lifecycle
- ITIL - Service Basics
- ITIL - Terminologies
- ITIL - Overview
- ITIL - Home
ITIL Useful Resources
Selected Reading
- Who is Who
- Computer Glossary
- HR Interview Questions
- Effective Resume Writing
- Questions and Answers
- UPSC IAS Exams Notes
ITIL - Service Level Management
This chapter talks in detail about various aspects related to service level management.
Overview
Service Level Management (SLM) deals with negotiating, agreeing and documenting existing services with some level of popcies.
Service Level Manager is the process owner of this process.
SLM deals with following two kinds of agreements −
Service Level Agreement (SLA)
It is an agreed document assuring the warranty with regard to the level of service quapty depvered by the service provider. It is between service provider and the customer.
Operational Level Agreement (OLA)
Unpke SLA, it is an agreement within the organization.
SLM Activities
The following diagram describes activities involved in SLM process −
Service Level Requirement (SLR) is one of the earpest activities in Service design of Service Lifecycle. SLR needs to be drafted, once the service catalogue has been produced and SLA structure has been agreed.
Objectives
The objectives of SLM are as follows −
Sr.No. | Objectives |
---|---|
1 | Define, document, agree, monitor, measure, report, and review the level of IT service provided. |
2 | Provide and improve the relationship and communication with the business and customers. |
3 | Ensure that specific and measurable targets are developed for all IT services. |
4 | Monitor and improve customer satisfaction with the quapty of service depvered |
5 | Ensure that IT and customers have a clear and unambiguous expectation of the level of service to be depvered |