We examined the issue of SLAs in Chapter 3 and reported that their attainment was becoming increasingly irrelevant to the user. Despite this, however, the SLA is still regarded by the majority of service delivery organizations as being an indispensable part of their operational toolkit. It is true that SLAs are still required and act as a form of health check for contract reviews as well as forming part of the operational design specification for a new systems delivery project. The SLA is not a high-level process defined by ITIL, however, which is why it needs to be seen in a wider context – service level management (SLM). The overall goal of an SLM approach is to maintain and improve service quality, which ...

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