Service Level Management (SLM) is a tool for users and service providers for the ongoing review 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 with which all agreements are monitored and documented. An SLM system can map the topological, logical and organizational relationships as well as 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 the documentation of network load and usage.
The architecture of SLM systems is shaped by the providers and differs from provider to provider.