ISO 20000 Service Level Management Process Template

ISO 20000 Service Level Management Process Template

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Service Level Management Template (SLM) is a process within the ITIL framework that is used to define and manage the level of IT services provided to customers. SLM focuses on establishing, monitoring, and maintaining service level agreements (SLAs) between IT and the customer. SLM is also used to ensure that services are provided in accordance with customer requirements, agreed service levels, and agreed service targets.

SLM is a key process within ISO 20000, the international standard for IT service management. ISO 20000 requires an organization to define and manage service levels in order to ensure customer satisfaction. The SLM process is responsible for ensuring that IT services are delivered in accordance with customer requirements. The process includes defining, measuring, and reporting service levels, as well as creating, maintaining, and monitoring SLAs. The SLM process also includes negotiating SLAs with customers, developing service targets, and conducting reviews of existing service levels.

SLM is essential for providing customers with the service levels they expect and for ensuring that IT services are delivered as agreed. It is also important for ensuring that IT services are cost-effective and meet customer needs. By implementing an effective SLM process, organizations can ensure that customers are satisfied with the services they receive.

Format :  MS Word

The Features Included in Service Level Management Process Template are:

  • Purpose
  • Scope
  • Users
  • Reference Document
  • Process Overview
  • Process Activities
  • Roles and Responsibilities
  • Measurement and Reporting
  • Managing records are kept based on this document
  • Validity and document management

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