The ITIL Service Level Management Process will help customers negotiate with ITIL Service Level Management to establish, define, and decide on, monitor, and report service levels. It works in conjunction with other processes, for instance Capacity Management and Availability Management to ensure that services are delivered in a satisfactory level of quality.
Ideally, the service level management process should begin by determining what needs to be provided and at what dates. This should be done in conjunction with the IT team and the business. This will assist in setting reasonable goals that can be achieved and are relevant to the business. Teams should also collaborate to determine how these targets are assessed and the impact this will have on the customer experience.
When these goals are established After these goals have been set, the SLM process should begin by creating agreements with customers as well as specifying the service level requirements. This includes describing the service to be provided (including what’s included and what’s not and ensuring there’s no room for misinterpretation) as well as defining escalation processes and responsibilities, and setting performance metrics. This should be documented in an SLA.
The SLM process should also include a strategy for monitoring and reporting on compliance with service levels, which will be reviewed regularly to determine if objectives are being met or not. Automated alerting is crucial. SLM should be coordinated between teams so that everyone knows what they are accountable for and if the services are maintaining the agreed-upon levels of service.