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This documentation supports the 19.08 version of Service Level Management.
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ITIL processes

The following topics provide an overview of the IT Infrastructure Library (ITIL) processes.

ITIL history

ITIL is a compilation of concepts and techniques for managing IT infrastructure and operations. These concepts are published in a series of books that relate to various IT management topics.

ITIL standards have been adopted by a very large number of organizations. ITIL is designed so that it can be adopted either in whole, or in part. Even when adopted in whole, there is a great deal of flexibility built into the guidance so that significant details vary.

ITIL goals for service level management

ITIL provides best practice guidance for IT Service Management so that business services are aligned with the technology infrastructure to maximize efficiency. Through the implementation of these best practices, organizations strive to improve efficiency, control the quality management of IT services, decrease costs, and manage risk.

As the adoption of ITIL has increased, it has led to a number of standards that attempt to further clarify and extend the benefits of a structured approach to IT management.

ITIL benefits for service level management

ITIL offers tangible benefits in the form of improved customer satisfaction, return on investment, and the availability and reliability of IT services.

ITIL practices create connections between IT services and the business, which can eliminate inefficiencies that might otherwise impede progress. In addition, ITIL best practices provide opportunities for less tangible but equally important benefits through proactive management. IT organizations should attempt to detect and prevent problems before they occur. Traditional measures, such as revenue or market share, reflect a delayed snapshot of business performance, and are not supportive of preventing problems.

By creating a balance between lagging indicators and other measures that may provide early warnings, organizations can learn to manage proactively. Additionally, measures such as customer satisfaction, staff training, internal processes, and service metrics are recognized as those leading indicators of whether an organization can achieve its business goals.

ITIL objectives for service level management

Service level management is a vital process of the ITIL framework, as it must be considered throughout each phase of the service lifecycle. BMC Service Level Management (BMC SLM) helps build and manage relationships between IT and IT customers. According to ITIL:

The goal for SLM is to maintain and improve IT service quality through a constant cycle of agreeing, monitoring, and reporting upon IT Service achievements and instigation of actions to eradicate poor service - in line with business or cost justification. Through these methods, a better relationship between IT and its customers can be developed.

As defined by ITIL, Service Level Management (SLM) is a process responsible for:

  • Negotiating service level agreements and ensuring these agreements are met
  • Ensuring that all IT service management processes, operational agreements and underpinning contracts are appropriate for the agreed service level targets
  • Monitoring and reporting on service levels
  • Conducting regular customer reviews
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