Service Level Management Responsibilities
According to ITIL ‘The Service Level Management Process' has a responsibility to cover the following areas:
1. Monitoring and Reporting on:
a. Targets being met and service failures
b. The total cost of providing the service
c. Resources being used and any shortfall
2. Creating a Service Improvement Programme (SIP) and continuously improving the service in line with the SIP.
3. Negotiating and agreeing on the Service Level Agreements (SLA)
4. Co-ordinate and other Service Management functions such as dealing with the
3rd party suppliers
5. Creating and updating the Service Catalogue
