Policies represent the governance applied to the SLM process. A policy describes the rules and boundaries applied to the process to ensure that the appropriate controls are in place. This ensures consistency and repeatability but also identifies the level of flexibility a practitioner has when executing the process, procedure, or work instruction. Policies will be discussed in more detail with examples later in this chapter.
Service levels are policies that describe the different levels of service that will be offered in your organization. These service offerings represent differing levels of service that a customer can agree to pay for and receive. Service levels to consider could be mission-critical, high availability, or standard. There are a number of examples of differing service levels in common services used by different people and organizations. For example, a car dealership may offer a premium level of service for an additional cost, such as offering...