Service Level Management (SLM) Template - Process Guide (Word DOCX)

This document establishes a Service Level Management (SLM) process according to ITSM best practice and ISO 20000. (Word document including Visio diagram of the process)

This document introduces the Service Level Management process Framework; the workflow, roles and responsibilities, RACI Matrix, KPIs, metrics, procedures, and policies needed to implement a high quality process.

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


This document introduces the Service Level Management process Framework; the workflow, roles and responsibilities, RACI Matrix, KPIs, metrics, procedures, and policies needed to implement a high quality process.

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

This document introduces the Service Level Management process Framework; the workflow, roles and responsibilities, RACI Matrix, KPIs, metrics, procedures, and policies needed to implement a high quality process.

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

This document introduces the Service Level Management process Framework; the workflow, roles and responsibilities, RACI Matrix, KPIs, metrics, procedures, and policies needed to implement a high quality process.

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

This comprehensive guide also includes a detailed breakdown of the Service Review Meetings, outlining the critical inputs and outputs necessary for effective service evaluation. It provides actionable insights on managing service performance, availability, and customer satisfaction through structured feedback mechanisms. This Word document is an essential tool for any organization aiming to align IT services with business objectives and drive continuous improvement.