Service level management

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Service level management or quality of service management is an ITIL process discipline and is used to define, monitor and optimize services in information technology  (IT). The primary objective is to bring IT (services) permanently in line with business expectations, which are formulated in 'Service Level Objectives' (SLO). Service level management is responsible for the efficiency of the process relationships between business and IT management. The framework of the processes is described in the form of agreements, liabilities and relationships, which are managed via the so-called service catalog .


  • Definition and administration of the service catalog.
  • Definition and monitoring of the service level .
  • Definition of the business requirements, the 'Service Level Objectives', and their parameters.
  • Definition of service level agreements (SLAs) between IT service providers and IT service customers.
  • Definition of performance parameters for compliance with SLAs, the key performance indicators (KPIs).
  • Monitoring of defined SLAs and their KPIs in order to monitor compliance and to be able to identify or avoid impending violations at an early stage. For example, a Balanced Scorecard (BSC) can be used to check relevant key figures.
  • Definition and distribution of the relevant reports.
  • Regular critical reviews of whether SLAs are achieving their predefined goals (SLOs).
  • Optimization and adaptation of existing contracts.
  • Development and administration of supporting contracts of our own internal, operational level agreements (OLA) or underpinning contracts (UC) sub-service providers and suppliers.

Related topics

  • IT Infrastructure Library (ITIL) is a possible variant of service level management and has established itself in practice as a quasi-standard.
  • Service level management also includes contract management and corresponding controlling.


  • A. Ellis, M. Kauferstein: Service Management . Successful use of process-oriented service level management. Springer, Berlin et al. 2004, ISBN 3-540-40585-2 .