ITIL Service Level Management:
Objective of SLM:
Ensure that both the customer and IT Organization are aware of their responsibilities and roles
Measuring service performance so it can be reported on and the cost can be tracked
Providing an improved quality of service

Following is the process of SLM:

Stages	Reminders
negotiation	In the first stage, the IT service provider and the customer work together to determine cost-effective and realistic service levels. The IT service provider verifies that the customer's service level requirements can be met. Then they meet to cooperatively refine the customer's needs.
finalizing	During the second stage, finalizing, the service level agreement (SLA) is completed, along with any other supporting agreements.
monitoring	Monitoring is the third stage. Here, service quality is proactively monitored against the service targets defined in the SLA. Service targets are the agreed-upon levels of service being provided. If there are discrepancies, actions are taken to rectify them before the business is adversely affected.
reporting	During reporting, the fourth stage of the SLM process, reports are generated that compare the agreed-upon service levels with the measured service levels. These reports are the basis for continual service improvement.
reviewing	In the last stage, reviewing, a global examination of service quality and the communication with customers and third parties occurs. During this examination, issues are raised and lessons are learned.

SLA document should contain:

Security is to - Password Controls, Unauthorized Software and virus controls

Performance  is to - Details of expected responsiveness such as target workstation response time

Support Levels is to - Details of how to contact service desk and their available time. Contact numbers after support hours.

Service Description is to - outline of key business functions and deliverables

Changes is to  - Reference to organizations change mgmgt process

 

 

While creating SLA determine what structure it will have. Multilevel, Service Based, Customer based

 

Multilevel can have

Corporate level - covers generic services level management issues appropriate to every customer like BCM, Security, BCP

Customer level -  covers issues relevent to specific customer

Service Level - covers specific service issues used by a groupd of customer