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The ITIL Service Level Management Process will help customers negotiate with ITIL Service Level Management to, define, decide on, monitor, and report on service levels. It is in close collaboration with other processes like Capacity Management or Availability Management to ensure services are delivered at an acceptable level.
In a perfect world the process of managing service levels begins by determining what and when services are needed. This should be conducted in conjunction with the IT team and the business. This will enable you to establish attainable and relevant goals that are both achievable and appropriate for your business. Teams should also work together on determining how the targets are being evaluated and the impact that this has on the customer experience.
Once these targets have been established, the SLM should begin by defining the service level requirements and establishing agreements with customers. This includes describing services (including what is included and what is not, so that there is no room for interpret the terms in a different way), defining escalation and responsibility procedures, as well as setting performance indicators. This should be documented as an SLA.
The SLM process should also include a process for monitoring and reporting on service level compliance which is constantly reviewed to determine if objectives are being met or not. Automated alerting systems are vital for this. SLM must also be coordinated among teams to ensure that everyone is aware what services they are responsible for and that these services are upholding the agreed-upon level of service.