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The ITIL Service Level Management Process is designed to help customers negotiate establish, define, and agree on, monitor, and report on service levels. It works in conjunction with other processes, like Capacity Management and Availability Management, to ensure the services are provided with a reasonable level of quality.
In a perfect world, the service-level management process begins by determining the time and date services are needed. This must be done with input from both the business and the IT team. This will assist in setting realistic goals that are achievable and relevant to the business. Teams should also collaborate to determine how these goals are measured and what impact this has on the customer experience.
Once these goals are set Once these goals are set, the SLM should begin by defining service level requirements and establishing agreements with the customers. This involves describing the services to be provided (including what’s included and what is excluded in order to leave no room for confusion) in addition to defining escalation protocols and responsibilities, and setting performance metrics. This should be documented in an SLA.
The SLM process should also include plans to monitor and report on the level of compliance with service levels. The plan is reviewed regularly to determine whether or not goals are being achieved. Automated alerting systems are vital in this regard. SLM must also be coordinated across teams, so that everyone is aware of what services they are responsible for and that these services are in line with the agreed-upon service level.
