Service Level Management (SLM) is a procedure within ITIL that helps to ensure that agreed-upon services levels will be met. In addition, it helps to identify and correct any service delivery problems that may arise.

SLM defines, computer monitors, and accounts on the performance of IT services against agreed-upon service plan levels (SLAs). The objective is usually to provide an appropriate overview of service overall performance, allowing service providers to identify virtually any shortcomings that really must be addressed.

The task objectives incorporate:

To specify the services for being provided as well as the required service plan levels; To define measurement metrics; To agree with the duties, responsibilities, remedies or fines of each get together; And to designate how any breach will be handled and what happens in cases of non-compliance.

The SLA should include reveal description belonging to the services being provided, and what is ruled out, including transformation times, in which dependency is present, processes and technology.

It will also designate standards meant for service supply, escalation types of procedures and costs/service tradeoffs.

A summary of exclusions must be included, together with a section to get situations such as natural problems or terrorist acts, which can excuse the provider from the SLA duties.

The SLM process also contains reviewing and revising maintaining contracts or agreements with suppliers and partners who are offering external expertise to the IT service provider.