Service Level Management
Introduction
In order to have a good understanding of ITIL and the importance of configuration management, we first define what ITIL is: ITIL is literally a collection of documentation.
This documentation can help IT organizations implement the best practices. The documentation grows and grows as more successful techniques are documented and guidelines established for what can make others successful. The latest ITIL resources are published by the UK Office of Government Commerce (OGC).
Integrated service delivery refers to the need for Configuration Management, Change Management, Incident Management, Problem Management and Release Management processes that are linked together in a meaningful manner. For example, the process of releasing components to the live environment (the domain of Release Management) is also an issue for Configuration Management and Change Management whilst the Service Desk is primarily responsible for liaison between IT providers and the Users of services. This section highlights the links and the principal relationships between all the Service Management and other infrastructure management processes.
ITIL processes fall under Operational Layer or Tactical Layer, as follows:
| Operational Layer: | Configuration Management - Service Desk Management - Incident & Problem Management - Change Management - Release Management |
| Tactical Layer: | Service Level Management - Availability Management - Capacity Management - Continuity Management - Financial Management |
Service Level Management
The Service Level Management (SLM) process is responsible for ensuring Service Level Agreements (SLAs) and underpinning Operational Level Agreements (OLAs) or contracts are met, and for ensuring that any adverse impact on service quality are kept to a minimum. The process involves assessing the impact of Changes upon service quality and SLAs, both when Changes are proposed and after they have been implemented. Some of the most important targets set in the SLAs will relate to service availability and thus require Incident resolution within agreed periods.
SLM is the hinge for Service Support and Service Delivery. It cannot function in isolation as it relies on the existence and effective working of other processes. An SLA without underpinning support processes is useless, as there is no basis for agreeing its content.