Service Level Management

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 the availability and process targets set in the Service Level Agreements, Operational Level Agreements, and Underpinning Contracts.
  • Report performance information to track the effectiveness of managed services

    Tip You can view achievements by assignment group or by customer; overall Service Level Agreement achievement levels; or breaches by category, group, or priority.

  • Detect and track failures of service goals
  • Generate Service Level Agreement alerts for Change Management
  • Quantify costs associated with planned and unplanned service outages

Note Service Level Management uses the Service Level Targets (SLTs) data from other Service Manager applications. Before you configure Service Level Management, you must implement SLTs for the applicable applications.

Related topics

Service Level Management overview
Service Level Management drivers
Service agreements overview
Working with service agreements
Service Contracts overview
Working with service contracts