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Defining objectives of the Service Level Management (SLM) proces

When defining the objectives of the SLM process, the deliverables should be specified in quantifiable terms, for example:

* IT services are cataloged
* IT services are quantified in terms that both customer and IT provider can relate to
* Internal and external targets of IT services are defined and agreed
* Achievement of agreed service targets
* Ongoing improvement of service levels throug a Service Improvements Program (SIP)
* Reviewing agreements and contracts to meet changing business needs

Added: 2007-10-31