Service Level Management (SLM) - Process & Implementation (PowerPoint PPTX)

Service Level Management Process is essential ITSM Process.

Document describes the process in detail including very detailed description of Process flow steps. Other than that, document contains Service Level Management key definitions, process roles, CSFs, KPIs, Risks and Challenges.

This presentation describes a Service Level Management (SLM) process according to ITSM best practice and ISO 20000. Presentation introduces the Service Level Management process Framework; the workflow, roles and responsibilities, RACI Matrix, KPIs, metrics.

Document contains suggested content for Service Level Agreement (SLA), Operational Level Agreement (OLA), Underpinning Contract (UC) structure, Service Review Meeting Agenda.

Document also contains sample implementation guide with steps:
1. Appoint Service Level Manager
2. Assemble Project Team
3. Create Service Catalog (Service Brochure)
4. Develop Operational Level Agreement
5. Develop Underpinning Contracts
6. Develop Service Level Agreement
7. Develop Reporting
8. Develop SLM process for review, audit and modify



This presentation describes a Service Level Management (SLM) process according to ITSM best practice and ISO 20000. Presentation introduces the Service Level Management process Framework; the workflow, roles and responsibilities, RACI Matrix, KPIs, metrics.

This presentation describes a Service Level Management (SLM) process according to ITSM best practice and ISO 20000. Presentation introduces the Service Level Management process Framework; the workflow, roles and responsibilities, RACI Matrix, KPIs, metrics.

This presentation describes a Service Level Management (SLM) process according to ITSM best practice and ISO 20000. Presentation introduces the Service Level Management process Framework; the workflow, roles and responsibilities, RACI Matrix, KPIs, metrics.

This presentation describes a Service Level Management (SLM) process according to ITSM best practice and ISO 20000. Presentation introduces the Service Level Management process Framework; the workflow, roles and responsibilities, RACI Matrix, KPIs, metrics.

The PPT also outlines the purpose and objectives of SLM, emphasizing the importance of defining, documenting, and monitoring IT service levels. It highlights the value to business by providing a consistent interface and managing service level breaches effectively.