service level management (SLM)

service level management (SLM)

Definition: (ITIL Service Design) The process
responsible for negotiating achievable
service level agreements and ensuring that
these are met. It is responsible for ensuring
that all IT service management processes,
operational level agreements and
underpinning contracts are appropriate for
the agreed service level targets. Service level
management monitors and reports on service
levels, holds regular service reviews with
customers, and identifies required
improvements.