Purpose and objectives

SLM is the process responsible for maintaining an operational relationship between a service provider and their customers and other stakeholders. It is the process that focuses on the service provider’s ability to deliver services based on agreed commitments documented in service level agreements (SLAs) and supported by operational level agreements (OLAs) and supplier contracts.

The purpose of the SLM process is to maintain and improve the quality of an IT service through defining, agreeing, documenting, and reviewing the levels of the service. IT services are defined in business terms that are easily understood by the customer. Agreements are made with IT service providers and customers to specify the service level, scope, and quality of service to be provided. Where appropriate, agreements are made to improve the service provided based on changing business conditions and to use as a basis for improving the relationship between the IT service and its...