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The ITIL Service Level Management Process is designed to help customers negotiate and define, decide on, monitor, and report on service levels. It is integrated with other processes, including Capacity Management and Availability Management to ensure that services are provided in a satisfactory level of quality.
The ideal service level management process should begin by determining the requirements to be provided and at what times. This is done with input from both the business and the IT team. This will allow you to establish attainable and relevant goals that are both achievable and relevant to your business. Teams should also work together to determine how these goals are being measured and the impact that this has on customer experience.
Once these goals have been established after establishing these targets, the SLM process should begin by establishing agreements with customers and define the requirements for service levels. This includes describing the services (including what is included and what is not, so that there is no room for interpret the terms in a different way) setting out escalation and responsibility procedures, and setting performance metrics. This should be documented in an SLA.
The SLM process should also include a strategy to monitor and report on the level of compliance with the service which is reviewed regularly to determine if goals are being met or not. Automated alerting is crucial. SLM should be coordinated across teams so that everyone knows what services they are accountable for and if the services are in line with the agreed-upon levels of service.