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What is Service Level Management?

Service Level Management (SLM) is a method within ITIL that helps to ensure that agreed-upon product levels are met. It also helps to determine and correct virtually any service delivery problems that may possibly arise.

SLM defines, screens, and records on the overall performance of IT providers against agreed-upon service plan levels (SLAs). The objective is usually to provide an correct breakdown of service functionality, allowing service providers to identify any shortcomings that must be addressed.

The procedure objectives involve:

To explain the services being provided and the required provider levels; To define dimension metrics; To agree with the obligations, responsibilities, remedies or fines of each get together; And to specify how any breach will be handled and what goes on in cases of noncompliance.

The SLA should include a detailed description within the services to be provided, and what is ruled out, including turnaround times, in which dependency exist, processes and technology.

It will also state standards with respect to service supply, escalation strategies and costs/service tradeoffs.

A summary of exclusions need to be included, together with a section for the purpose of situations including natural unfortunate occurances or terrorist acts, that can excuse the provider from its SLA commitments.

The SLM process also includes reviewing and revising underpinning contracts or agreements with suppliers and partners exactly who are providing external offerings to the THIS service provider.

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