ITIL - Service Level Management


This chapter talks in detail about various aspects related to service level management.


Service Level Management (SLM) deals with negotiating, agreeing and documenting existing services with some level of policies.

Service Level Manager is the process owner of this process.

SLM deals with following two kinds of agreements −

Service Level Agreement (SLA)

It is an agreed document assuring the warranty with regard to the level of service quality delivered by the service provider. It is between service provider and the customer.

Operational Level Agreement (OLA)

Unlike SLA, it is an agreement within the organization.

SLM Activities

The following diagram describes activities involved in SLM process −

SLM Activities

Service Level Requirement (SLR) is one of the earliest activities in Service design of Service Lifecycle. SLR needs to be drafted, once the service catalogue has been produced and SLA structure has been agreed.


The objectives of SLM are as follows −

Sr.No. Objectives
1 Define, document, agree, monitor, measure, report, and review the level of IT service provided.
2 Provide and improve the relationship and communication with the business and customers.
3 Ensure that specific and measurable targets are developed for all IT services.
4 Monitor and improve customer satisfaction with the quality of service delivered
5 Ensure that IT and customers have a clear and unambiguous expectation of the level of service to be delivered