Service Level Management Overview

You can use Service Level Management (SLM) to improve the quality of services that you provide to customers. You can also use Service Level Management to quantify the financial benefits in reduced incidents, outages, and time invested in system failures and downtime. Service Level Management collects performance information automatically to track service guarantees. Service Level Management enables you to achieve the following results:

• Ensure compliance with service and process targets set in the Service Level Agreement
• Report performance information to track the effectiveness and efficiency of managed services
• Detect and track failures of service guarantees
• Quantify costs associated with planned and unplanned service outages

Service Level Management uses the Service Level Targets (SLTs) to measure operational activities in other HPE Service Manager applications .

This section describes how Service Level Management implements the best practice guidelines for the Service Level Management processes.

Topics in this section include:

Service Level Management within the ITIL Framework

Service Level Management Application

Input and output for Service Level Management

Key performance indicators for Service Level Management

Service Level Management Roles

RACI matrix for Service Level Management