ISM - IN CONTROL OF
IT SERVICE MANAGEMENT

The purpose of the Service Level Management process is to make structural agreements and execute the service agreement.

The process structures the way in which service requests are dealt with, resulting in agreements and the delivery of IT services to the client.

The process sets out how client wishes are registered and how their impact is assessed, leading to an offer, negotiations and an agreement. Agreements are implemented by means of the Change Management process.

The SLM process monitors the fulfillment of agreements. The results are reported to and discussed with the client. If necessary, the agreement can then be amended.