ITIL - 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)
  • Operational Level Agreement (OLA)

Service Level Agreement (SLA)

It is agreed document assuring the warranty with regard to 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 agreement within the organization.

SLM Activities

The following diagram describes activities involved in SLM process −

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


Here are the objectives of SLM −

Sr.No. Objectives

Define, document, agree, monitor, measure, report, and review the level of IT service provided.


Provide and improve the relationship and communication with the business and customers.


Ensure that specific and measurable targets are developed for all IT services.


Monitor and improve customer satisfaction with the quality of service delivered


Ensure that IT and customers have a clear and unambiguous expectation of the level of service to be delivered

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