Service Level Management is the process that forms the link between the IT organization and customers.

Implementing Service Level Management can only be completely successful when the other ITIL processes are implemented as well.

The main aim of SLM is to ensure the quality of the IT services provided, at a cost acceptable to the business/customer.

The goal for SLM is to maintain and improve on service quality through a constant cycle of agreeing, monitoring, reporting and improving the current levels of service. It is focused on the business and maintaining the alignment between the business and IT.

Plan, coordinate, negotiate, report and manage the quality of IT services at acceptable cost.

Achieve the process mission by implementing:

• ITIL-aligned Service Level Management policies, processes and procedures

• Business-aligned IT services through a constant cycle of agreeing, monitoring and reporting

• Dedicated Service Level Management Process Owner

• Holistic management over IT services versus independent technical silos

• IT Service Catalog

• Service Level Agreements for customers of IT services

• Operational Level Agreements and Underpinning Contracts with IT suppliers

• Reports on the quality of IT services on a regular basis

• Proactive actions to seek service improvements where needed

• Proactive actions to eradicate unacceptable levels of service.

The Critical Success Factors (CSFs) are:

• Meeting Customer Needs And Priorities

• Adherence To Service Levels

• Providing Services Cost Effectively

• Controlling Service Delivery

• Maintaining Recognized Industry Acceptance For IT Quality

• Maintaining An IT Service Culture

The key activities for this process are:

• Identify IT services and service requirements

• Define, build and manage the IT Service Catalog

• Define, build and negotiate Service Level Agreements (SLAs)

• Define, build and negotiate Operational Level Agreements (OLAs)

• Identify Underpinning Contract service requirements (UCs)

• Monitor and manage SLAs, OLAs and UCs

• Initiate service improvement actions

• Provide management information about Service Level Management quality and operations

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Examples of Key Process Performance Indicators (KPIs) are shown in the list below. Each one is mapped to a Critical Success Factor (CSF).

Meeting Customer Needs and Priorities

• Customer satisfaction score/rating

• Average time to implement SLA requests

• Number of SLAs in renegotiation

• Number of SLAs requiring changes (targets not attainable, etc.)

• Number of SLA issues logged

• Number of SLA targets missed

• Number of SLA targets threatened

• Current cost per customer for delivery of services

• Percentage improvement in delivery cost per customer

• Number of OLA issues logged

• Number of Underpinning Contract issues logged

• Number of ITs articles/white papers published

• Percentage IT Operations staff in industry (i.e; itSMF) programs

• Percentage progress towards industry certification (i.e; ISO9000)

• Dollars spent on external communications activities

Maintaining an IT Service Culture

• Percentage of IT Operations staff ITIL-aware

• Number of IT Operations staff ITIL certified

• Number of IT Operations staff with advanced ITIL certification

• Number Of Agreed SLAs Not Supported By OLAs/UCs

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