ITIL Service Level Management


So the provider now has a proper strategy about the services it wants to develop or the upgrades it wants to perform on existing ones. The provider is also making a functional blueprint, now what? It also needs to make certain that the services sold to the customers do adhere to the set policies and legalizations. Service level management (SLM) is that pivot that refers to the period of negotiating and agreeing to certain policies which directly target the services in question.

ITIL Service Level Management

ITIL is an infrastructure that provides a set of best practices for IT services. It provides accurate guidance and information on which mix of services would fulfill their requirements and also is the top grade in quality. Service level management is a subset of the service design that falls under ITIL. SLA is defined as the process of negotiation and agreeing to policies that directly or indirectly affect the provision of services amongst the consumers. SLA basically works with two types of agreements:

  • Service level agreement– it occurs between the IT provider and the customer. IT ensures that the value, quality, and warranty period are legitimate and are delivered as promised.
  • Operational level agreement: It holds the same concept, but it is done between corporates.

Following are the steps involved in IT service level management:

ITIL Service Level Management

The objective of IT Service Level Management

  • Agreeing and negotiating on a crucial level to make sure all the points in the agreement are fulfilled and the IT provider does not earn any bad name. proper monitoring and knowledge of the services are required for the same
  • maintain business relations after the provision of services, make a loyal customer base and maintain a high brand image.
  • Ensuring the inclusion of all improvements and requirements in the IT services is really substantial in making certain that the service becomes demanded in the market.
  • After the service is out in the market, continually taking feedback and problems faced is important to know in order to improve the quality of services in the next rollout.
  • SLA does not permit non-ethical business. IT providers need to be completely transparent with their customers about all pros and cons of their services. Customers should not expect more from the services than they can provide in reality.


  • Barry Allen

    A Full Stack Developer with 10+ years of experience in different domain including SAP, Blockchain, AI and Web Development.

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