Reference document

Title
SMC Service Level Management Process
Description

The Service Management and Control (SMC) Service Level Management (SLM) Process is the business process for negotiating achievable service level agreements and ensuring that these are met. It’s purpose is to ensure that all operational services and their performance are measured in a consistent, professional manner throughout the IT organization, and that the services and the reports produced meet the needs of the business and customers. Service Level Management monitors and reports on service levels, holds regular service reviews with customers, and identifies required improvements. The main information provided by the SLM process includes Service Level Agreements (SLA), Operational Level Agreements (OLA) and other support agreements, and the production of the Service Improvement Plan (SIP) and the Service Quality Plan.

Level
8
emUUID
b612075d-1402-4300-ba19-e973fd3b49ef
Parent
SMC Service Design Processes