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Service Level Management

Adopting the Service Level Management (SLM) process is a key principle of CSI. While in the past many IT organizations viewed SLM as merely a smattering of isolated agreements around system availability or help desk calls this is no longer true. SLM is no longer optional. Today's business demands that IT be driven by the service model. This service orientation of IT toward the business becomes the foundation for the trusted partnership that IT must endeavour to create. Today IT is a core enabler of every critical business process. IT can no longer afford to operate as the 'geeks in the basement' but rather must strive to be included in every channel of communication and level of decision making all the way to the boardroom.

SLM involves a number of steps:

Once the IT organization and the business begin working together through Service Level Management, IT management soon realizes that the old definitions of 'successful IT' are beginning to fall by the wayside. A high network availability percentage or great ratings in a customer satisfaction survey are no longer the end goal but merely positive metrics rolling towards the achievement of a service level. IT management understands that with the adoption of Service Level Management a fundamental shift has taken place. The definition of success in IT is now crystal clear. It has become the service level - a set of expectations mutually agreed to by IT and the business. IT is then structured, managed, staffed, funded, and operated to meet or exceed the service levels. The service level rules and everything else is just details. A complete SLM process is defined in the ITIL Service Design publication.

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Other ITIL Processes

Operational Layer:

Tactical Layer: