ITIL V3 Service Level Management Activities:

ITIL V3 Service Level Management Activities

Below lists those key-activities performed under Service Level Management (ITIL V3 Process):

·         Determining, negotiating, documenting, and agreeing on requirements for new or changed services.

·         Managing and reviewing all services to match SLAs for operational services.

·         Monitoring and measuring service performance of all operational services against the SLA targets.

·         Review, Report & Identify improvement opportunities for improvement planning & inclusion in the CSI register.

·         Collating, measuring and improving customer satisfaction, in cooperation with business relationship management.

·         Reviewing, revising, and documenting: Scope of Service, SLAs, OLAs, and underpinning contracts.

·         Providing appropriate Management Information to support performance management and signify service achievements.

Below diagram illustrates and categorize the activities performed under the ITIL SLM Process.