Service Level Management (SLM) is a method within ITIL that makes sure that agreed-upon product levels will be met. In addition, it helps to discover and correct any service delivery problems that may possibly arise.

SLM defines, watches, and information on the performance of IT services against agreed-upon system levels (SLAs). The objective is to provide an appropriate http://www.slm-info.org introduction to service overall performance, allowing providers to identify virtually any shortcomings that need to be addressed.

The procedure objectives involve:

To clearly define the services to be provided and the required product levels; To define dimension metrics; To agree with the obligations, responsibilities, remedies or fees and penalties of each party; And to state how any kind of breach will be handled and what goes on in cases of non-compliance.

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

It will also stipulate standards meant for service availability, escalation procedures and costs/service tradeoffs.

A directory of exclusions must be included, including a section meant for situations including natural really bad problems or terrorist acts, which could excuse the provider from the SLA obligations.

The SLM process also contains reviewing and revising maintaining contracts or agreements with suppliers and partners who also are offering external companies to the THAT service provider.