The service level management process must ensure that the full scope of the services is agreed and documented.

We recommend a structured procedure in accordance with the documented guideline below for meeting the specifications required of the service level management.

The service level management process should not be performed on a formalistic and rigid basis but instead be flexibly and proactively geared towards changes. It is necessary to ensure that a distinctive customer focus is applied on all levels and in all phases of the service delivery. Customer satisfaction is seen as a subjective assessment and the achievement of the agreed service targets an objective assessment. Corresponding attention must therefore be paid to the way in which the service is perceived by customers and users.

This process regulates the fundamental tasks of the service provider and therefore forms the basis or even in fact the authority for delivering the customer services. The service provider should therefore possess sufficient information in order to have a genuine understanding of the business drivers and the customer’s requirements.

The SLM process must be linked appropriately with the business relationship and supplier management processes.

For details on this see the Service Level Management Process according ITIL V3.