The ITIL Service Level Management Process seeks to negotiate with customers and define, be able to agree on, monitor and report on service levels. It is integrated with other processes, for instance Capacity Management and Availability Management, to ensure services are delivered with a reasonable level of quality.
Ideally, the service level management process should begin by determining what needs to be delivered and at what dates. This should be carried out in conjunction with the IT team and the http://www.slm-info.org/2021/07/12/generated-post-2/ business. This will allow you to establish attainable and relevant goals that are both feasible and relevant for your business. Teams should also collaborate to determine how the targets are measured and what impact this has on the customer experience.
Once these goals have been established after establishing these targets, the SLM process should start by signing agreements with customers and define the requirements for service levels. This includes describing the services that will be provided (including what’s included and what is excluded to ensure there’s no room for confusion) and defining escalation procedures and responsibilities, as well as setting performance metrics. This should be documented in an SLA.
The SLM process must also contain a plan to monitor and review the service level compliance. This plan will be reviewed periodically to determine if goals are being met. Automated alerting systems are vital for this. SLM must also be coordinated across teams, so that everyone knows what services they are responsible for and ensuring that these services are meeting the agreed upon service level.