ITIL Service level management is an important component of the ITIL service management framework. ITIL Foundation certification training states that ITIL service level management is part of the ITIL Service Design phase of the ITIL Lifecycle for Services. SLM covers many aspects. ITIL Service Level Management is a collaborative effort between business, IT department, external parties, and internal parties. ITIL service level management would not be possible without collaboration. ITIL Service level management is dependent on all stakeholders who are willing to collaborate with one another.
What is Scope?
Online ITIL courses inform us that the ITIL service-level management process has a fundamental scope. It is the link between the IT service provider (ITIL) and the business. To ensure a sustainable business, the business will seek to provide attractive products and services to its customers in order to generate revenue. These business goals will require new IT services that can be planned, developed, implemented, and deployed.
The ITIL service management process ensures that both the business’ requirements and the obligations of the IT provider are included in the agreement. The ITIL service level management process is the link between the business owner and the IT service provider about the business’ expectations and what should be delivered. This link is essential for the effective design of services. It is essential to establish a link between the IT department and the business to ensure successful services are delivered to the customer.
ITIL service level management manages customer expectations and perceptions, as well as ensures compliance with service quality. A service level agreement between the business service provider and the business will be drawn up based on the expectations and capabilities of the business. The ITIL service level management process, which aims to manage the business’s requirements and deliver the IT Service provider’s services to the business based on the service agreement, is part of this context.
The ITIL service management process includes negotiation and arrangement for current requirements and objectives, as well as management and execution of service level agreements. The IT Service Provider evaluates the business requirements and determines the required service delivery quality, availability, etc. The IT service provider will plan them. The IT service provider might declare, for example, that it can provide the service to ten millions users at maximum, two thousand concurrent users and with 99% availability. These types of negotiations are part of the ITIL Service Level Management process.
These types of service level negotiations are also held for new services. ITIL Service Level requirements are determined based upon the expectations and perceptions of the business. The IT Service Provider negotiates and arranges each ITIL level within the scope of the ITIL management process for new services or services that will change. These negotiations are crucial because they involve procuring sufficient resources to allow the new service to function according to business requirements.
This also covers the management of operational level agreements that are aligned to service level targets. An operational level agreement is between an IT service provider (or another part of the same company). ITIL service is an example of an operational level agreement between an IT service provider and another part of the same organization.