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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

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Responsible roles

Service Level Manager

Performance indicators

KPIs of Service Level Management

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