Home        Imprint        Business Terms/Data Protection        FAQ        ITSM Wiki

Our further Tool-Portals Zur deutschen Version wechseln
ITSMprocesses.COM - Your portal for ITSM processes and tools Dipl.-Ing. Walter Abel Management Consulting

.... ITSM Wiki .... 

 You are here: Wiki - Processes - Service Design - Service Level Management

 Proceed to:        Content        ITIL® 4        Processes        Roles        Documents        KPI
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 part of Service Design.

Reading Access ITSM Service Design


Permanent reading access Service Design


Jetzt kaufen

Reading Access ITSM Process Library


Permanent Reading Access to the ITSM Process Library

€ 348.-

Jetzt kaufen

Processes of ITSM 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


Main information flows and interfaces of ITSM Service Level Management

Main information flows and interfaces of ITSM Service Level Management according to ITIL® and ISO 20000


Click the image for a bigger view in a new window

(Documents within information flows only visible in our ITSM Process Collections)


Responsible roles of Service Level Management

Service Level Manager


Performance indicators of Service Level Management

KPIs of Service Level Management

You want more than know-how?

Support your success with our best in class tools and consulting!
Stop unessential spending and start towards a goal oriented implementation!


Your portal for ITSM processes and tools   The process model of ITSM in BPMN 2.0   Our consulting support for ITSM

Proceed here in case you only need the know how provided by our best in class process templates


Proceed here in case you are prepared to start your own implementation with editable best in class process templates


Proceed here in case you need external support for an efficient and fast ITSM implementation

Register now for free and test the ITSM Process Library without obligation

in SAP Signavio Process Manager

Test our ITSM Pocess Library for freeand without obligation

in Software AG Aris

Test our ITSM Pocess Library for free and without obligation


Download our whitepaper ITSM in practice

Free access to our ITSM archive!

All customers of the complete package of five ITSM Process Collections will get an everlasting access to our ITSM archive (templates, KPI proposals, checklists) which we are creating during the further development of our ITSM Process Library - thus you receive always the most actual ITSM documents independent of the purchasing date for free!

Visit our ITSM Archive!

Please also visit our other portals for process-oriented management solutions:


Process-oriented tools and process collections of quality management according to ISO 9001

ITIL® is registered trademark of AXELOS Limited.

  © 2006 - 2023 Dipl.-Ing. Walter Abel Management Consulting

Last update 2023-11-08 

Except as expressly indicated, Digistore24 does not endorse and is not affiliated with any third party product, service, statement, or opinion.
2019 © Digistore24 Inc. and/or its licensors. Review legal terms of use [Here] and privacy policy [Here]. Contact us [Here]