ITSM Service Level Management

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The purpose of Service Level Management is to manage customer-client relationship for services delivered, enable improvement in service quality and reduction in service disruption.

Process Activities

  • Negotiate with clients - agree on Service Level parameters 
  • Find Key Performance Indicators (KPI)
  • Approve and activate Service Level Agreement (SLA)
  • Monitor service delivery and service costs
  • Review compliance 

Process Input

  • various

Process Output 

  • various

Process Support by ]po[

 The following ]po[ packages provide support for this process:


Process Performance Indicators

  • Compliance achievement
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