Service Level Management (SLM) is a process within ITIL that ensures that agreed-upon program levels will be met. In addition, it helps to recognize and correct virtually any service delivery problems that could arise.
SLM defines, keeps track of, and information on the overall performance of IT products against http://www.slm-info.org/ agreed-upon service plan levels (SLAs). The objective is to provide an accurate summary of service functionality, allowing service providers to identify any kind of shortcomings that need to be addressed.
The process objectives include:
To specify the services for being provided as well as the required provider levels; To define dimension metrics; To agree on the obligations, responsibilities, remedies or charges of each party; And to identify how any kind of breach will be handled and what goes on in cases of noncompliance.
The SLA should include an in depth description of your services to get provided, and what is omitted, including turn-around times, exactly where dependency is available, processes and technology.
It should also indicate standards to get service availability, escalation procedures and costs/service tradeoffs.
A list of exclusions ought to be included, together with a section with respect to situations such as natural catastrophes or terrorist acts, which often can excuse the provider from its SLA duties.
The SLM process also includes reviewing and revising supporting contracts or agreements with suppliers and partners who are featuring external expertise to the THIS service provider.
