service level management (SLA) (SLM)
Service Level Management(SLM) is a tool for users and service providers for ongoing monitoring of Service Level Agreements( SLA). As a control instrument, SLM management makes the service transparent for customers and providers.
Service Level Management (SLM) is an ITIL process that monitors and documents all agreements. An SLM system can map the topological, logical and organizational relationships and perform continuous measurements of the service level objectives. In addition, Service Level Management can be used to perform historical analyses and trend observations of network, server and application performance. In addition to evaluating the utilization of network components, Service Level Management enables documentation of network load and usage.
The architecture of SLM systems is shaped by the vendors and differs from vendor to vendor.