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Service Level Management

 

Best Practice according to ITIL® and ISO 20000

 

 

Service Level Management agrees upon all relevant Service Level Arrangements:

  • Service Level Agreements (SLAs) with the IT Service Consumers

  • Operational Level Agreements (OLAs) with the internal suppliers of Service Contributions (provision of IT Infrastructure Services)

  • Underpinning Contracts (supplier contracts) with external suppliers of IT Services and Service Contributions,

reports about and ensures that all Service Level Arrangements

  • support the requirements of the IT Service Consumers effectively and efficiently

  • are obeyed.

 

Service Level Management is in the classic lifecycle-view part of Service Design.

 

In ITIL® 4 Service Level Management is part of Service Management Practices - Service Level Management Practice


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Processes of Service Level Management in detail

Process in the ITSM Process Library

Expected process result

 

 

Organization of Service Level Management

Creation and maintenance of organizational rules for the Service Level Management

Service Level Requirement

Definition of requirements to the IT Service from business perspective

Service Level Agreement

Definition of the necessary contracts (Operational Level Agreements, Underpinning Contracts, Service Level Agreement) for the IT Service

Service Approval

Signature of all contracts for the release of the IT Service to operation

Service Level Review and Reporting

Monitoring and reporting of the actual Service Level results and comparison with the respective goals


Service Level Management Practice in ITIL® 4

Service Level Management Practice according to ITIL® 4

 

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Main information flows and interfaces of Service Level Management

Main information flows and interfaces of Service Level Management according to ITIL® and ISO 20000

 

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(Documents within information flows only visible in our reading access to the ITSM Process Library)

 

Responsible roles

Service Level Manager

Performance indicators

KPIs of Service Level Management


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