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Service Level Management aims to negotiate Service Level Agreements with the customers and to design services in accordance with the agreed service level targets. This ITIL process is also responsible for ensuring that all Operational Level Agreements and Underpinning Contracts are appropriate, and to monitor and report on service levels.
ITIL 4: Service Level Management Practice – utility, warranty, and experience. The update to ITIL 4’s Service Level Management practice defines the context of the service level agreement, whatever that context may be. And this recognizes the need to set expectations. In practical terms, this means asking:
This guide provides practical guidance, split into seven main sections, for the service level management practice.
ITIL® 4 Practitioner: Service Level Management. This module provides best practice guidance on how to set clear, business-based targets for service utility, warranty, and experience, and to ensure that service delivery and use is properly assessed, monitored and managed against these targets.
The purpose of the service level management practice is to set clear business-based targets for service levels, and to ensure that delivery of services is properly assessed, monitored, and managed against these targets.
SLM is a unique ITIL practice. SLM's activities span most of the service lifecycles. And, most importantly, SLM regularly publishes operational metrics, a scorecard on how IT is meeting agreed business expectations.
Learn strategies for succeeding with Service Level Management and understand how it is supported by the ITIL guiding principles, ensuring the establishment and maintenance of appropriate service levels to support business goals.