Service Level Management in an ITIL 4 World

Service level management (SLM) is the IT service management (ITSM) and ITIL practice that helps to ensure IT delivers the outcomes needed by the business. Done well, it can improve relationships, add transparency to service delivery (and the associated service packages), and support ongoing service improvement. To help ITSM professionals and organizations looking to adopt or improve their SLM ...

4 Important Things to Consider When Creating an ITSM SLA

Service level agreements (SLAs), if used correctly, can be one of the most important documents in a service-oriented organization. Done well, they communicate what’s expected of all parties and can ...