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IT Support & Hardware · Intermediate

Service Level Management

The ITIL practice of setting clear business-based targets for service levels and monitoring performance against them.

Definition

Service level management defines, documents, and reviews SLAs with customers, combining metrics with feedback. It ensures supporting agreements such as OLAs and underpinning contracts align. Targets cover availability, response, and resolution times.

Example

An SLA requires P1 incidents to be resolved within 4 hours.

Exam tip

SLA = provider-customer; OLA = internal teams; underpinning contract = third-party supplier.

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