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 is integrated with other processes, like Capacity Management and Availability Management to ensure the services are provided at an acceptable level of quality.
Ideally, the service level management process should begin by determining the requirements to be done and at what times. This must be done with input top article from both the business and the IT team. This will enable you to establish attainable and relevant goals that are both achievable and relevant to your company. Teams must also work together to determine how these targets are evaluated and what effect this will have on the customer experience.
Once these goals are set Once these goals are set, the SLM should begin by defining the service level requirements and establishing agreements with the customers. This includes describing the services (including what is included and what is not, so that there is no room to miss the mark), defining escalation and responsibility procedures, and setting performance measures. This should be documented as an SLA.
The SLM process should also include a process to monitor and report on compliance with service levels and should be reviewed regularly to determine if the goals are being met or not. Automated alerting is crucial. SLM should also be coordinated among teams, so everyone is aware of the services they are accountable for and that these services are in line with the agreed upon service level.