Service Level Management (SLM) is a process within ITIL that helps to ensure that agreed-upon provider levels happen to be met. In addition, it helps to identify and correct any service delivery problems that could arise.

SLM defines, screens, and reports on the efficiency of IT services against agreed-upon system levels (SLAs). The objective should be to provide an appropriate introduction to service efficiency, allowing providers to identify virtually any shortcomings that really must be addressed.

The process objectives consist of:

To determine the services to become provided and the required services levels; To define way of measuring metrics; To acknowledge the responsibilities, responsibilities, remedies or charges of each party; And to indicate how virtually any breach will be handled and what happens in cases of noncompliance.

The SLA should include an in depth description in the services to become provided, and what is excluded, including turn-around times, wherever dependency exist, processes and technology.

It may also designate standards with respect to service supply, escalation types of procedures and costs/service tradeoffs.

A summary of exclusions ought to be included, including a section pertaining to situations just like natural catastrophes or terrorist acts, which could excuse the provider from the SLA duties.

The SLM process also contains reviewing and revising underpinning contracts or agreements with suppliers and partners who are offering external providers to the THIS service provider.