IT-Business AlignmentManagement Systems

Service Level Management – Goal, Objective, and Benefits

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Service level management (SLM) is a technique to ensure that services are provided to clients per the defined clauses mentioned in the SLA. However, there is still room for restructuring and renegotiating the parameters. SLM is a collection of operational processes tracking quality across the entire lifecycle. The execution of SLAs and OLAs is a sizable element of SLM. Since IT companies are primarily service-based businesses, they rely mainly on the effectiveness of SLAs. Because of this, readers with a technical background are likely to be more motivated to complete reading this essay. This article at Invensis Learning by Jacob Gillingham explains service level management goals and objectives.

Goal And Objective of Service Level Management

Service level management’s primary goal is to ensure that all current and future IT service offerings are in accordance with the service level targets.

Service level management’s major goal is to:

  • Define, document, agree upon, monitor, measure, report, and review the level of IT services being provided
  • Make sure that the goals you set are precise and measurable
  • Keep an eye on client satisfaction levels
  • Enhance communication and engagement between the company and its customers
  • Make sure that the quality of service being provided is precise and explicit
  • Strive to continuously improve all service levels beyond benchmarks

The following are included in the purview of service level management:

  • SLM is a channel between the business and the service provider.
  • SLM controls the expectations and perceptions that organizations, clients, and users have and ensures the service delivery is in line with those expectations.
  • Furthermore, it develops and agrees on the service level requirements for all services, whether they are currently provided, newly designed, or modified.

Benefits of SLM

Implementing service-level management has several advantages. Among them are:

  • Establishes effective communication between the business and the IT department
  • Fosters trust between customers and business representatives
  • Ensures the agreed-upon service targets are met
  • Defines terms of roles and responsibilities unambiguously
  • Responds to shifting market environment with agility
  • Aids in accurate infrastructure sizing by defining service levels
  • Helps in managing cost effectively

Additionally, the author speaks about the principles and basic concepts of SLM, the SLA process, the implementation procedure, and the risks and challenges of SLA.

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