ITIL Service Support


• ITIL Service Desk
• ITIL Incident Management
• ITIL Problem Management
• ITIL Configuration Management
• ITIL Change Management
• ITIL Release Management

  ITIL Service Delivery


• ITIL Service Level Management
• ITIL Availability Management
• ITIL Capacity Management
• ITIL Financial Management
• ITIL Service Continuity Mgmnt.
• ITIL Security Management

  ITIL Stuff


• ITIL Organisations
• ITIL Links
• ITIL FAQ

Mission of Service Level Management

Mission of Service Level Management (SLM) is to maintain and improve business aligned IT service quality, through a constant cycle of agreeing, monitoring, reporting and reviewing IT service achievements and through instigating actions, to eadicate unacceptable levels of service.

In many companies the quality of service is arbitrary. Few people can specify exactly what is meant by a quality of service. This results in people judging the quality of service based on subjective criteria, usually based on short-term measurement. This is why customers can be satisfied with a service in one month and demanding the resignation of IT personnel the following month.

Added: 2007-10-31