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IT Service Management - A guide for ITIL Foundation Exam candidates by Aidan Lawes, Ernest Brewster, Richard Griffiths, John Sansbury

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13 SERVICE LEVEL MANAGEMENT (SD 4.3)

INTRODUCTION AND SCOPE

Service level management (SLM) exists to ensure that services fully align with the needs of the business and meet the customers’ requirements for functionality, availability and performance. The aim is to ensure that levels of service are negotiated and agreed with customers and all services are delivered to the agreed service levels defined in terms of agreed performance indicators. SLM must also ensure that services are continually improved where improvements are required by the customer and can be justified in terms of their cost.

SLM is the steward of the relationship between the IT service provider and its customers and is accountable to the user for the services delivered.

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