The ITIL Service Level Management process is designed to negotiate, define, and agree to monitor and report on the service levels of customers. It works in conjunction with other processes, for instance Capacity Management and Availability Management, to ensure the services are provided at a level that is acceptable in quality.
Ideally, the service level management process begins by determining the requirements to be delivered and at what times. This should be done with input from both the business and the IT team. This will allow you to establish attainable and relevant goals that are both achievable and relevant for your business. Teams should also work together to determine how the targets are evaluated and what effect this has on the customer experience.
After these targets are established After these targets are established, the SLM should begin by defining the service level requirements and establishing agreements with the customers. This includes describing services (including what is included and what is not, to ensure there is no room to interpret the http://www.slm-info.org/2021/07/12/generated-post-2 terms in a different way), defining escalation and responsibility procedures, and setting performance indicators. This should be documented in an SLA.
The SLM process must also contain a plan to monitor and report on service level compliance. This plan is reviewed regularly to determine if the objectives are being achieved. Automated alerting is vital. SLM must be coordinated among teams to ensure that everyone knows which services they are accountable for and that the services are in line with the agreed-upon service levels.