Service Level Management

Service Level Management is the mechanism that IT organizations use to ensure that the IT services are aligned to the business needs and are provided in an effective, high-quality manner. It is the process by which an organization identifies and agrees the level of the IT service needed to support the business and defines a mechanism to monitor the identified service levels. Organizations usually use service level agreements (SLAs) within the service level management process to define what a service is, the level at which it must be provided, and to agree with all the parties the desired result.

A service, within the context of an SLA, is a collection of IT capabilities that are combined to make a business process possible. A data base server support is an example of a service.

The level defines the criteria of how a service should be delivered and should behave. It defines how to measure and manage the service and ensures that the delivered service is actually facilitating the business. The level for a server support could be the maximum time for fixing a connection problem to it.