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ITSM
Service Level Management
Quick Definition
The practice of setting clear business-based targets for service performance and ensuring delivery against those targets through monitoring, reporting, and review.
Detailed Explanation
Service level management establishes Service Level Agreements (SLAs) that define the expected quality of service delivery. It involves negotiating targets with customers, monitoring actual performance, and taking corrective action when targets are missed.
Key outputs include SLAs, Operational Level Agreements (OLAs) with internal teams, and Underpinning Contracts (UCs) with suppliers. Regular service reviews ensure alignment between IT capabilities and business needs.
Modern SLM focuses on experience-level agreements (XLAs) that measure user experience and business outcomes, not just technical metrics like uptime percentages.
Related Terms
Relevant Frameworks
ITILISO 20000