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Practical IT Service Management, 2nd Edition by Thejandra BS

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CHAPTER 10: SERVICE LEVEL MANAGEMENT

‘The palest ink is better than the most retentive memory.’

Chinese Proverb

What is service level management?

Service level management (SLM) is the process of defining, agreeing, documenting and managing an effective IT service that is expected by the business. SLM covers service level agreements (SLAs), operational level agreements (OLAs), underpinning contracts (UCs) and related activities, such as periodic reviews, updating and deletions, as well as publishing, and making them known to all concerned. The main aim of SLM is to ensure an acceptable quality of the IT services provided, at a cost acceptable to the business, and indirectly to the final external consumers of the company’s products. SLM is part ...

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