Service Level Management - ITIL V2 - Revision history

Andrea at 16:56, 4 February 2016

2016-02-04T16:56:07Z

← Older revision		Revision as of 18:56, 4 February 2016
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	<~~seo metakeywords~~="service level management itil v2" ~~metadescription~~="→ See also Service Level Management ITIL V3. Process Objective: ... tasks of maintaining the IT Organization's Service Catalogue and reaching binding agreements ..." />		<itpmch><title>Service Level Management - ITIL V2 \| IT Process Wiki</title>
			<meta name="keywords" content="service level management itil v2" />
			<meta name="description" content="→ See also Service Level Management ITIL V3. Process Objective: ... tasks of maintaining the IT Organization's Service Catalogue and reaching binding agreements ..." />
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	<imagemap>		<imagemap>
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	'''Process Owner''': [[#Service-Level-Manager-ITIL-V2\|Service Level Manager]]		'''Process Owner''': [[#Service-Level-Manager-ITIL-V2\|Service Level Manager]]

			<p> </p>

	==Sub-Processes==		==Sub-Processes==

	[[Image:overview_slm.jpg\|~~frame~~\|none\|Overview of Service Level Management]]		[[Image:overview_slm.jpg\|thumb\|724px\|none\|link=https://wiki.en.it-processmaps.com/index.php/File:Overview_slm.jpg\|Overview of Service Level Management]]


	;Maintain Structures for Service Level Management		'''Maintain Structures for Service Level Management'''
	:Process objective: The multitude of documents used within Service Level Management are to be adjusted in such a manner, that they correspond to the requirements of new or changed IT Services.		:Process objective: The multitude of documents used within Service Level Management are to be adjusted in such a manner, that they correspond to the requirements of new or changed IT Services.

	;Define Service Requirements		'''Define Service Requirements'''
	:Process objective: Requirements from the client viewpoint with regards to a new or altered IT Service are to be documented and submitted to an initial evaluation, so that alternatives may be developed at an early stage for requirements which are not technically or economically ~~feasable.~~		*Process objective: Requirements from the client viewpoint with regards to a new or altered IT Service are to be documented and submitted to an initial evaluation, so that alternatives may be developed at an early stage for requirements which are not technically or economically feasible.

	~~;Create [[ITIL Glossary#Service Specification Sheet\|Service Specification Sheet]]~~
	:Process objective: The requirements of a new or altered IT Service are described in more detail, and specifications are drawn up as to how the Service is created from an IT viewpoint and how the invoicing takes place.

	~~;Negotiate and agree Contractual Regulations for the~~ Service		'''Create [[ITIL Glossary#Service Specification Sheet\|Service Specification Sheet]]'''
	:Process objective: ~~Finalisation~~ of ~~binding agreements to an~~ IT Service ~~between the IT Organisation~~ and the ~~client-side, a well as ensuring sufficient~~ Service ~~Levels with internal~~ and ~~external Service providers, which support~~ the ~~provision of the Service~~.		*Process objective: The requirements of a new or altered IT Service are described in more detail, and specifications are drawn up as to how the Service is created from an IT viewpoint and how the invoicing takes place.

	~~;Prepare~~ Service ~~Implementation~~		'''Negotiate and agree Contractual Regulations for the Service'''
	:Process objective: ~~Identification~~ of ~~preconditions~~, which ~~must be established for~~ the ~~implementation~~ of the ~~new or altered~~ Service~~, so that a correspondoing Change Request may be compiled~~.		*Process objective: Finalization of binding agreements to an IT Service between the IT Organization and the client-side, a well as ensuring sufficient Service Levels with internal and external Service providers, which support the provision of the Service.

	~~;Commission~~ Service Implementation		'''Prepare Service Implementation'''
	:Process objective: ~~After clearance~~ of ~~the Change~~, the implementation of the IT Service ~~is to~~ be ~~planned in further detail; the Service Level Manager subsequently commissions the technical experts in Application or Infrastructure Management to start the implementation~~.		*Process objective: Identification of preconditions, which must be established for the implementation of the new or altered Service, so that a corresponding Change Request may be compiled.

	~~;Carry out [[ITIL Glossary#Service Level Report\|~~Service ~~Level Reporting]]~~		'''Commission Service Implementation'''
	:Process objective: It is to be ~~given account of~~ the ~~attained~~ Service ~~quality as well as potential counter-measures for~~ the ~~correction of infringements~~ to the ~~agreed Service Levels~~.		*Process objective: After clearance of the Change, the implementation of the IT Service is to be planned in further detail; the Service Level Manager subsequently commissions the technical experts in Application or Infrastructure Management to start the implementation.

	~~;Process Complaints and~~ Carry out ~~SLA Reviews~~		'''Carry out [[ITIL Glossary#Service Level Report\|Service Level Reporting]]'''
	:Process objective: ~~Investigation~~ of the agreed Service Levels~~, in order to ensure that the SLAs are still adequate for client requirements; processing of complaints and where necessary, assume corrective measures~~.		*Process objective: It is to be given account of the attained Service quality as well as potential counter-measures for the correction of infringements to the agreed Service Levels.

			'''Process Complaints and Carry out SLA Reviews'''
			*Process objective: Investigation of the agreed Service Levels, in order to ensure that the SLAs are still adequate for client requirements; processing of complaints and where necessary, assume corrective measures.

	==Involved Roles==		==Involved Roles==
	* [[Capacity Management - ITIL V2#Involved Roles\|Capacity Manager]]		*[[Capacity Management - ITIL V2#Involved Roles\|Capacity Manager]]
	* '''<span id="Client">Client (Contract Partner)</span>''': In the first instance the Client is the opposite number of the Service Level Manager during the negotiation of Service Level Agreements. He is therefore responsible for the fact that the defined Service Levels are sufficient for the fulfillment of business objectives, and that the charges estimated for this purpose are justified from the Business perspective.		*'''<span id="Client">Client (Contract Partner)</span>''': In the first instance the Client is the opposite number of the Service Level Manager during the negotiation of Service Level Agreements. He is therefore responsible for the fact that the defined Service Levels are sufficient for the fulfillment of business objectives, and that the charges estimated for this purpose are justified from the Business perspective.
	* [[Financial Management for IT Services#Involved Roles\|Financial Manager]]		*[[Financial Management for IT Services#Involved Roles\|Financial Manager]]
	* [[IT Service Continuity Management - ITIL V2#Involved Roles\|IT Service Continuity Manager]]		*[[IT Service Continuity Management - ITIL V2#Involved Roles\|IT Service Continuity Manager]]
	* '''<span id="Service-Level-Manager-ITIL-V2">Service Level Manager</span>''': In ITIL V2 the Service Level Manager has the task of caring for the IT ~~Organisation~~'s Service Catalogue and the exact description of the requirements of quality and quantity of the IT Services. Service Level Agreements (SLAs) are agreed upon at the interface with the client. The Service Level Manager is responsible for the monitoring of the agreed quality parameters and if necessary introduces counteractive measures.		*'''<span id="Service-Level-Manager-ITIL-V2">Service Level Manager</span>''': In ITIL V2 the Service Level Manager has the task of caring for the IT Organization's Service Catalogue and the exact description of the requirements of quality and quantity of the IT Services. Service Level Agreements (SLAs) are agreed upon at the interface with the client. The Service Level Manager is responsible for the monitoring of the agreed quality parameters and if necessary introduces counteractive measures.

	==Related Checklists and KPIs==		==Related Checklists and KPIs==
	==== Checklists ====
			====Checklists====
	*[[Checklist Service Level Agreement (SLA)]]		*[[Checklist Service Level Agreement (SLA)]]
	*[[Checklist Operational Level Agreement (OLA)]]		*[[Checklist Operational Level Agreement (OLA)]]
	*[[ITIL-Checklists#Service Level Management\|More Service Level Management templates ...]]		*[[ITIL-Checklists#Service Level Management\|More Service Level Management templates ...]]

	==== KPIs ====		====KPIs====
	*[[KPIs Service Level Management\|Key Performance Indicators "Service Level Management" according to ITIL V2]]		*[[KPIs Service Level Management\|Key Performance Indicators "Service Level Management" according to ITIL V2]]

	~~<p> </p>~~

	==Related [[ITIL Glossary]] Terms==		==Related [[ITIL Glossary]] Terms==
	* [[ITIL Glossary/_ITIL_Terms_S#Service Level Requirements (SLR)\|Service Level Requirements (SLR)]]		*[[ITIL Glossary/_ITIL_Terms_S#Service Level Requirements (SLR)\|Service Level Requirements (SLR)]]
	* [[ITIL Glossary/_ITIL_Terms_S#Service Specification Sheet\|Service Specification Sheet]]		*[[ITIL Glossary/_ITIL_Terms_S#Service Specification Sheet\|Service Specification Sheet]]
	* [[ITIL Glossary/_ITIL_Terms_S#Service Level Agreement (SLA)\|Service Level Agreement (SLA)]]		*[[ITIL Glossary/_ITIL_Terms_S#Service Level Agreement (SLA)\|Service Level Agreement (SLA)]]
	* [[ITIL Glossary/_ITIL_Terms_S#Service Catalogue\|Service Catalogue]]		*[[ITIL Glossary/_ITIL_Terms_S#Service Catalogue\|Service Catalogue]]
	* [[ITIL Glossary/_ITIL_Terms_O#Operational Level Agreement (OLA)\|Operational Level Agreement (OLA)]]		*[[ITIL Glossary/_ITIL_Terms_O#Operational Level Agreement (OLA)\|Operational Level Agreement (OLA)]]
	* [[ITIL Glossary/_ITIL_Terms_U#Underpinning Contract (UC)\|Underpinning Contract (UC)]]		*[[ITIL Glossary/_ITIL_Terms_U#Underpinning Contract (UC)\|Underpinning Contract (UC)]]
	* [[ITIL Glossary/_ITIL_Terms_S#Service Quality Plan (SQP)\|Service Quality Plan (SQP)]]		*[[ITIL Glossary/_ITIL_Terms_S#Service Quality Plan (SQP)\|Service Quality Plan (SQP)]]
	* [[ITIL Glossary/_ITIL_Terms_S#Service Improvement Plan (SIP)\|Service Improvement Plan (SIP)]]		*[[ITIL Glossary/_ITIL_Terms_S#Service Improvement Plan (SIP)\|Service Improvement Plan (SIP)]]
	* [[ITIL Glossary/_ITIL_Terms_S#Service Level Report\|Service Level Report]]		*[[ITIL Glossary/_ITIL_Terms_S#Service Level Report\|Service Level Report]]

	~~<p> </p>~~

	<!-- This page is assigned to the following categories: -->		<!-- This page is assigned to the following categories: -->
	[[Category:ITIL V2]][[Category:ITIL process]][[Category:Service Delivery\|Service Level Management - ITIL V2]][[Category:Service Level Management]]		[[Category:ITIL V2]][[Category:ITIL process]][[Category:Service Delivery\|Service Level Management - ITIL V2]][[Category:Service Level Management]]
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Andrea: /* Related ITIL Glossary Terms */

2013-06-15T16:11:13Z

Related ITIL Glossary Terms

← Older revision		Revision as of 18:11, 15 June 2013
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	'''ITIL Version''': ITIL V2 '''→''' see also '''[[Service Level Management\|Service Level Management - ITIL V3]]'''		'''ITIL Version''': ITIL V2 '''→''' see also '''[[Service Level Management\|Service Level Management - ITIL V3]]'''

	'''Process-Objective''': Service Level Management has the tasks of maintaining the IT ~~Organisation~~'s [[ITIL Glossary#Service Catalogue\|Service Catalogue]] and reaching binding agreements for internal and external Service Performances. At the interface with the client, [[ITIL Glossary#Service Level Agreement (SLA)\|Service Level Agreements]] are agreed. The [[~~Roles_within_ITIL~~#Service Level Manager\|Service Level Manager]] is responsible for the monitoring of the agreed quality parameters and where necessary resorts to counter-measures. The adequate provision of internal IT Services is secured via [[ITIL Glossary#Operational Level Agreement (OLA)\|Operational Level Agreements]] and [[ITIL Glossary#Underpinning Contract (UC)\|Underpinning Contracts]] (OLAs/UCs).		'''Process-Objective''': Service Level Management has the tasks of maintaining the IT Organization's [[ITIL Glossary#Service Catalogue\|Service Catalogue]] and reaching binding agreements for internal and external Service Performances. At the interface with the client, [[ITIL Glossary#Service Level Agreement (SLA)\|Service Level Agreements]] are agreed. The [[#Service-Level-Manager-ITIL-V2\|Service Level Manager]] is responsible for the monitoring of the agreed quality parameters and where necessary resorts to counter-measures. The adequate provision of internal IT Services is secured via [[ITIL Glossary#Operational Level Agreement (OLA)\|Operational Level Agreements]] and [[ITIL Glossary#Underpinning Contract (UC)\|Underpinning Contracts]] (OLAs/ UCs).

	'''Part of''': [[Service Delivery]]		'''Part of''': [[Service Delivery]]

	'''Process Owner''': [[~~Roles_within_ITIL~~#Service Level Manager\|Service Level Manager]]		'''Process Owner''': [[#Service-Level-Manager-ITIL-V2\|Service Level Manager]]


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	==Involved Roles==		==Involved Roles==
	* [[~~Roles within~~ ITIL#~~Capacity Manager~~\|Capacity Manager]]		* [[Capacity Management - ITIL V2#Involved Roles\|Capacity Manager]]
	* ~~[[Roles within ITIL#~~Client (Contract Partner)\|Client ~~(Contract Partner)]]~~		* '''<span id="Client">Client (Contract Partner)</span>''': In the first instance the Client is the opposite number of the Service Level Manager during the negotiation of Service Level Agreements. He is therefore responsible for the fact that the defined Service Levels are sufficient for the fulfillment of business objectives, and that the charges estimated for this purpose are justified from the Business perspective.
	* [[Roles ~~within ITIL#Financial Manager~~\|Financial Manager]]		* [[Financial Management for IT Services#Involved Roles\|Financial Manager]]
	* [[~~Roles within ITIL#~~IT Service Continuity ~~Manager~~\|IT Service Continuity Manager]]		* [[IT Service Continuity Management - ITIL V2#Involved Roles\|IT Service Continuity Manager]]
	* ~~[[Roles within~~ ITIL#Service Level Manager\|Service Level Manager]]		* '''<span id="Service-Level-Manager-ITIL-V2">Service Level Manager</span>''': In ITIL V2 the Service Level Manager has the task of caring for the IT Organisation's Service Catalogue and the exact description of the requirements of quality and quantity of the IT Services. Service Level Agreements (SLAs) are agreed upon at the interface with the client. The Service Level Manager is responsible for the monitoring of the agreed quality parameters and if necessary introduces counteractive measures.


	==Related Checklists and KPIs==		==Related Checklists and KPIs==
	==== Checklists ====		==== Checklists ====
	*[[Checklist Service Level Requirements (SLR)]]
	*[[Checklist Service Specification Sheet]]
	*[[Checklist Service Level Agreement (SLA)]]		*[[Checklist Service Level Agreement (SLA)]]
	*[[Checklist Operational Level Agreement (OLA)]]		*[[Checklist Operational Level Agreement (OLA)]]
	*[[~~Checklist Underpinning Contract (UC)]]~~		*[[ITIL-Checklists#Service Level Management\|More Service Level Management templates ...]]
	*[[Checklist Service ~~Catalogue]]~~
	*[[Checklist Service Level ~~Report]]~~
	*[[Checklist Protocol SLA Review]]
	*[[Checklist Service Quality Plan (SQP)]]
	*[[Checklist Service Improvement Plan (SIP)]]

	==== KPIs ====		==== KPIs ====
	*[[KPIs Service Level Management\|Key Performance Indicators "Service Level Management" according to ITIL V2]]		*[[KPIs Service Level Management\|Key Performance Indicators "Service Level Management" according to ITIL V2]]

	~~==Related ITIL Glossary Terms==~~		<p> </p>
	* [[ITIL Glossary#Service Level Requirements (SLR)\|Service Level Requirements (SLR)]]
	* [[ITIL Glossary#Service Specification Sheet\|Service Specification Sheet]]
	* [[ITIL Glossary#Service Level Agreement (SLA)\|Service Level Agreement (SLA)]]
	* [[ITIL Glossary#Service Catalogue\|Service Catalogue]]
	* [[ITIL Glossary#Operational Level Agreement (OLA)\|Operational Level Agreement (OLA)]]
	* [[ITIL Glossary#Underpinning Contract (UC)\|Underpinning Contract (UC)]]
	* [[ITIL Glossary#Service Quality Plan (SQP)\|Service Quality Plan (SQP)]]
	* [[ITIL Glossary#Service Improvement Program (SIP)\|Service Improvement Program (SIP)]]
	* [[ITIL Glossary#Service Level Report\|Service Level Report]]

			==Related [[ITIL Glossary]] Terms==
			* [[ITIL Glossary/_ITIL_Terms_S#Service Level Requirements (SLR)\|Service Level Requirements (SLR)]]
			* [[ITIL Glossary/_ITIL_Terms_S#Service Specification Sheet\|Service Specification Sheet]]
			* [[ITIL Glossary/_ITIL_Terms_S#Service Level Agreement (SLA)\|Service Level Agreement (SLA)]]
			* [[ITIL Glossary/_ITIL_Terms_S#Service Catalogue\|Service Catalogue]]
			* [[ITIL Glossary/_ITIL_Terms_O#Operational Level Agreement (OLA)\|Operational Level Agreement (OLA)]]
			* [[ITIL Glossary/_ITIL_Terms_U#Underpinning Contract (UC)\|Underpinning Contract (UC)]]
			* [[ITIL Glossary/_ITIL_Terms_S#Service Quality Plan (SQP)\|Service Quality Plan (SQP)]]
			* [[ITIL Glossary/_ITIL_Terms_S#Service Improvement Plan (SIP)\|Service Improvement Plan (SIP)]]
			* [[ITIL Glossary/_ITIL_Terms_S#Service Level Report\|Service Level Report]]

			<p> </p>

	<!-- This page is assigned to the following categories: -->		<!-- This page is assigned to the following categories: -->
	[[Category:ITIL V2]][[Category:ITIL process]][[Category:Service Delivery\|Service Level Management - ITIL V2]][[Category:Service Level Management]]		[[Category:ITIL V2]][[Category:ITIL process]][[Category:Service Delivery\|Service Level Management - ITIL V2]][[Category:Service Level Management]]
	<!-- --- -->		<!-- --- -->

Andrea at 08:02, 27 July 2011

2011-07-27T08:02:45Z

← Older revision		Revision as of 10:02, 27 July 2011
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	{\|		<seo metakeywords="service level management itil v2" metadescription="→ See also Service Level Management ITIL V3. Process Objective: ... tasks of maintaining the IT Organization's Service Catalogue and reaching binding agreements ..." />
	~~! align~~="~~right~~" ~~width~~="~~80%~~"\|		<imagemap>
	~~! style="background~~:~~#DDDDDD;" align="~~right~~" width="20%"~~\| [https://wiki.de.it-processmaps.com/index.php/~~Service_Level_Management~~ diese Seite auf Deutsch]		Image:ITIL-Wiki-deutsch.jpg\|right\|ITIL V2 Service Level Management
	\|}		default [https://wiki.de.it-processmaps.com/index.php/Service_Level_Management_-_ITIL_V2 diese Seite auf Deutsch]
			desc none
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			<br style="clear:both;"/>

	'''ITIL Version''': ITIL ~~Version 2 (~~ITIL ~~V2)~~		'''ITIL Version''': ITIL V2 '''→''' see also '''[[Service Level Management\|Service Level Management - ITIL V3]]'''

	'''Process-Objective''': Service Level Management has the tasks of maintaining the IT Organisation's [[ITIL Glossary#Service Catalogue\|Service Catalogue]] and reaching binding agreements for internal and external Service Performances. At the interface with the client, [[ITIL Glossary#Service Level Agreement (SLA)\|Service Level Agreements]] are agreed. The [[Roles_within_ITIL#Service Level Manager\|Service Level Manager]] is responsible for the monitoring of the agreed quality parameters and where necessary resorts to counter-measures. The adequate provision of internal IT Services is secured via [[ITIL Glossary#Operational Level Agreement (OLA)\|Operational Level Agreements]] and [[ITIL Glossary#Underpinning Contract (UC)\|Underpinning Contracts]] (OLAs/UCs).		'''Process-Objective''': Service Level Management has the tasks of maintaining the IT Organisation's [[ITIL Glossary#Service Catalogue\|Service Catalogue]] and reaching binding agreements for internal and external Service Performances. At the interface with the client, [[ITIL Glossary#Service Level Agreement (SLA)\|Service Level Agreements]] are agreed. The [[Roles_within_ITIL#Service Level Manager\|Service Level Manager]] is responsible for the monitoring of the agreed quality parameters and where necessary resorts to counter-measures. The adequate provision of internal IT Services is secured via [[ITIL Glossary#Operational Level Agreement (OLA)\|Operational Level Agreements]] and [[ITIL Glossary#Underpinning Contract (UC)\|Underpinning Contracts]] (OLAs/UCs).
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	* [[ITIL Glossary#Service Improvement Program (SIP)\|Service Improvement Program (SIP)]]		* [[ITIL Glossary#Service Improvement Program (SIP)\|Service Improvement Program (SIP)]]
	* [[ITIL Glossary#Service Level Report\|Service Level Report]]		* [[ITIL Glossary#Service Level Report\|Service Level Report]]



			<!-- This page is assigned to the following categories: -->
			[[Category:ITIL V2]][[Category:ITIL process]][[Category:Service Delivery\|Service Level Management - ITIL V2]][[Category:Service Level Management]]
			<!-- --- -->

Andrea: New page: {| ! align="right" width="80%"| ! style="background:#DDDDDD;" align="right" width="20%"| [http://wiki.de.it-processmaps.com/index.php/Service_Level_Management diese Seite auf Deutsch] |} ...

2007-12-12T09:15:01Z

New page: {| ! align="right" width="80%"| ! style="background:#DDDDDD;" align="right" width="20%"| [http://wiki.de.it-processmaps.com/index.php/Service_Level_Management diese Seite auf Deutsch] |} ...

New page

{|
! align="right" width="80%"|
! style="background:#DDDDDD;" align="right" width="20%"| [https://wiki.de.it-processmaps.com/index.php/Service_Level_Management diese Seite auf Deutsch]
|}

'''ITIL Version''': ITIL Version 2 (ITIL V2)

'''Process-Objective''': Service Level Management has the tasks of maintaining the IT Organisation's [[ITIL Glossary#Service Catalogue|Service Catalogue]] and reaching binding agreements for internal and external Service Performances. At the interface with the client, [[ITIL Glossary#Service Level Agreement (SLA)|Service Level Agreements]] are agreed. The [[Roles_within_ITIL#Service Level Manager|Service Level Manager]] is responsible for the monitoring of the agreed quality parameters and where necessary resorts to counter-measures. The adequate provision of internal IT Services is secured via [[ITIL Glossary#Operational Level Agreement (OLA)|Operational Level Agreements]] and [[ITIL Glossary#Underpinning Contract (UC)|Underpinning Contracts]] (OLAs/UCs).

'''Part of''': [[Service Delivery]]

'''Process Owner''': [[Roles_within_ITIL#Service Level Manager|Service Level Manager]]

==Sub-Processes==

[[Image:overview_slm.jpg|frame|none|Overview of Service Level Management]]

;Maintain Structures for Service Level Management
:Process objective: The multitude of documents used within Service Level Management are to be adjusted in such a manner, that they correspond to the requirements of new or changed IT Services.

;Define Service Requirements
:Process objective: Requirements from the client viewpoint with regards to a new or altered IT Service are to be documented and submitted to an initial evaluation, so that alternatives may be developed at an early stage for requirements which are not technically or economically feasable.

;Create [[ITIL Glossary#Service Specification Sheet|Service Specification Sheet]]
:Process objective: The requirements of a new or altered IT Service are described in more detail, and specifications are drawn up as to how the Service is created from an IT viewpoint and how the invoicing takes place.

;Negotiate and agree Contractual Regulations for the Service
:Process objective: Finalisation of binding agreements to an IT Service between the IT Organisation and the client-side, a well as ensuring sufficient Service Levels with internal and external Service providers, which support the provision of the Service.

;Prepare Service Implementation
:Process objective: Identification of preconditions, which must be established for the implementation of the new or altered Service, so that a correspondoing Change Request may be compiled.

;Commission Service Implementation
:Process objective: After clearance of the Change, the implementation of the IT Service is to be planned in further detail; the Service Level Manager subsequently commissions the technical experts in Application or Infrastructure Management to start the implementation.

;Carry out [[ITIL Glossary#Service Level Report|Service Level Reporting]]
:Process objective: It is to be given account of the attained Service quality as well as potential counter-measures for the correction of infringements to the agreed Service Levels.

;Process Complaints and Carry out SLA Reviews
:Process objective: Investigation of the agreed Service Levels, in order to ensure that the SLAs are still adequate for client requirements; processing of complaints and where necessary, assume corrective measures.

==Involved Roles==
* [[Roles within ITIL#Capacity Manager|Capacity Manager]]
* [[Roles within ITIL#Client (Contract Partner)|Client (Contract Partner)]]
* [[Roles within ITIL#Financial Manager|Financial Manager]]
* [[Roles within ITIL#IT Service Continuity Manager|IT Service Continuity Manager]]
* [[Roles within ITIL#Service Level Manager|Service Level Manager]]

==Related Checklists and KPIs==
==== Checklists ====
*[[Checklist Service Level Requirements (SLR)]]
*[[Checklist Service Specification Sheet]]
*[[Checklist Service Level Agreement (SLA)]]
*[[Checklist Operational Level Agreement (OLA)]]
*[[Checklist Underpinning Contract (UC)]]
*[[Checklist Service Catalogue]]
*[[Checklist Service Level Report]]
*[[Checklist Protocol SLA Review]]
*[[Checklist Service Quality Plan (SQP)]]
*[[Checklist Service Improvement Plan (SIP)]]

==== KPIs ====
*[[KPIs Service Level Management|Key Performance Indicators "Service Level Management" according to ITIL V2]]

==Related ITIL Glossary Terms==
* [[ITIL Glossary#Service Level Requirements (SLR)|Service Level Requirements (SLR)]]
* [[ITIL Glossary#Service Specification Sheet|Service Specification Sheet]]
* [[ITIL Glossary#Service Level Agreement (SLA)|Service Level Agreement (SLA)]]
* [[ITIL Glossary#Service Catalogue|Service Catalogue]]
* [[ITIL Glossary#Operational Level Agreement (OLA)|Operational Level Agreement (OLA)]]
* [[ITIL Glossary#Underpinning Contract (UC)|Underpinning Contract (UC)]]
* [[ITIL Glossary#Service Quality Plan (SQP)|Service Quality Plan (SQP)]]
* [[ITIL Glossary#Service Improvement Program (SIP)|Service Improvement Program (SIP)]]
* [[ITIL Glossary#Service Level Report|Service Level Report]]