ITIL Service Level Management Activities

As an overview of Service Level Management, the process will generally consist of the following interrelated activities: (not necessarily in chronological order)

  1. Develop contacts and relationships
  2. Design an SLA framework
  3. Determine, document and agree requirements for new services
  4. Negotiate and develop SLAs
  5. Review and revise SLAs, underpinning agreements, Operational Level Agreements and service scope
  6. Monitoring service performance against SLAs
  7. Produce service reports
  8. Conduct service reviews and instigate improvements within an overall Service Improvement Plan (SIP)
  9. Collate measure and improve customer satisfaction

Managing complaints and compliments.