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Service Level Management (SLM)



Service Level Management (SLM) is a primary management of IT services, ensuring that agreed services are delivered when and where they are supposed to be delivered. The Service Level Manager is dependent upon all the other areas of Service Delivery providing the necessary support that ensures the agreed services are provided in an efficient, secure, and cost effective manner.

There are a number of business processes that form part of Service Level Management. These are:

  • Reviewing existing services
  • Negotiating with the Customers
  • Implementation of Service Improvement policy and processes
  • Establishing priorities
  • Planning for service growth
  • Reviewing the underpinning contacts of 3rd party service providers
  • Producing and monitoring the Service Level Agreement (SLA)
  • Involvement in the Accounting process to cost services and recover these costs




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