What do you mean by service level management?

Service Level Management, or SLM, is defined as being “responsible for ensuring that all its service management processes, operational level agreements, and underpinning contracts, are appropriate for the agreed-upon service level targets. SLM monitors and reports on service levels, and holds regular customer reviews.”

What is the meaning of service levels?

(1) A measurement of the performance of a system or service. The service level is usually expressed as a percentage of a goal; for example, the percentage of time a network or system is operative or the percentage of successful transactions processed.

What is service level and example?

Service level measures the performance of a system. Examples of service level: Percentage of calls answered in a call center. Percentage of customers waiting less than a given fixed time. Percentage of customers that do not experience a stockout.

What does a service level manager do?

The Service Level Manager is responsible for negotiating Service Level Agreements and ensuring that these are met. He makes sure that all IT Service Management processes, Operational Level Agreements and Underpinning Contracts are appropriate for the agreed service level targets.

What are the key objectives of IT service level management?

The objectives of theService Level Management process are to maintain and improve on an agreed level of IT service quality. The agreed level is provided for currently defined and anticipated IT services. IT service improvement is accomplished through a continuous cycle of agreeing, monitoring, and reporting.

How do you determine service level?

In most organizations Service Level will be defined as: X percent of calls answered in Y seconds. (For example: 80 percent of the calls should be answered within 20 seconds.) The calculation simply is (number of calls answered in Y seconds / total calls offered) * 100.

Who writes service level?

Usually, SLAs are between companies and external suppliers, but they may also be between two departments within a company.