Service Level Management
In this chapter, you will be introduced to service level management, both by itself and as part of formal service management. This includes the capability’s governance (purpose, objectives, and policies), execution (roles, responsibilities, activities, and metrics), and enablement (acceleration, integration, and supporting technology).
You learned about the role business relationship management plays in managing the relationship between the service provider and the customer at a strategic and tactical level. Service level management gives you an understanding of the operational relationship between a service provider and their customers and users. Service level management, or SLM, establishes the operational conditions under which a service provider will deliver a service to a customer and how that commitment will be measured and reported.
In this chapter, we are going to cover the following main topics:
- Purpose and objectives