Service Level Management (SLM) is a procedure within ITIL that ensures that agreed-upon services levels happen to be met. It also helps to recognize and correct any kind of service delivery problems that could arise.
SLM defines, screens, and reports on the effectiveness of IT solutions against agreed-upon program levels (SLAs). The objective is to provide an appropriate introduction to service functionality, allowing service providers to identify any shortcomings that really must be addressed.
The task objectives include:
To clearly define the services being provided plus the required company levels; To define dimension metrics; To acknowledge the responsibilities, responsibilities, remedies or fees and penalties of each party; And to state how any breach will be handled customer management and what are the results in cases of non-compliance.
The SLA should include a detailed description in the services for being provided, and what is omitted, including turnaround times, wherever dependency exist, processes and technology.
It may also specify standards just for service availability, escalation methods and costs/service tradeoffs.
A summary of exclusions need to be included, including a section pertaining to situations such as natural really bad problems or terrorist acts, that can excuse the provider from its SLA commitments.
The SLM process also includes reviewing and revising supporting contracts or perhaps agreements with suppliers and partners so, who are offering external offerings to the THIS service provider.