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Use > Plan > Service Level Management > Learn more about Service Level Management > ITIL process > Input and output

Service Level Management input and output

Service Level Management depends on negotiated Service Level Agreements. A Service Level Agreement could contain some or all of the following information:

  • Service description
  • Incident response times
  • Description of customer responsibilities
  • Hours of availability
  • Service Level Targets for initial review
  • Service Level Targets for resolution
  • Service Level Targets for approval
  • Service Level Targets for fulfillment
  • Operational Level Targets for time in group
  • Change response times
  • Critical operational times

The outputs of Service Level Management include:

  • Service reports
  • An improvement plan
  • Documents to record targets and responsibilities

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