Chapter 5. Implementing Service-Level Management
Service-level management deals with how user service requirements are understood and managed. The objective is to balance what users want, and what the business can afford to provide. Begin by examining the business environment and the ways in which information technology supports business objectives. Next, IT negotiates service levels or performance targets with its users. The result of the negotiations is a service level agreement — a living document that is revised as the business environment, IT environment, and user requirements change.
This section describes the process steps involved in service-level management.