Service Level Management (SLM) is a structured approach to defining, agreeing upon, documenting, and managing levels of service. It involves establishing clear expectations between a service provider and its customer. For example, an Information Technology department might use it to specify the uptime, response times, and support procedures they will provide to internal users of a critical business application.
Effective application of this framework ensures that service delivery aligns with business needs and priorities. Benefits include improved customer satisfaction, increased operational efficiency, and better resource allocation. Historically, its adoption has grown in tandem with the increasing complexity and reliance on external and internal service providers, leading to a need for formal agreements and monitoring processes.