Service Level Management (SLM) is a method within ITIL that makes certain that agreed-upon support levels are met. Additionally, it helps to discover and correct any kind of service delivery problems that may well arise.

SLM defines, computer monitors, and reviews on the performance of IT expertise against agreed-upon services levels (SLAs). The objective is always to provide an correct introduction to service overall performance, allowing service providers to identify any kind of shortcomings that need to be addressed.

The method objectives include:

To determine the services to be provided as well as the required company levels; To define dimension metrics; To agree with the obligations, responsibilities, remedies or fees and penalties of each get together; And to designate how any kind of breach will be handled and what goes on in cases of non-compliance.

The SLA should include a detailed description on the services to get provided, and what is omitted, including turnaround times, where dependency is present, processes and technology.

It should also designate standards intended for service supply, escalation techniques and costs/service tradeoffs.

A list of exclusions must be included, together with a section intended for situations including natural problems or terrorist acts, which often can excuse the provider from the SLA duties.

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