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Service Level Management (SLM) is a process for delivering services that consistently meet client requirements. SLM is an excellent framework for managing IT quality and cost and also serves to help firms guarantee, deliver, and improve specific application and systems response times for their IT end users. Business Service Management (BSM) is an approach to IT management that helps improve business performance. Just as the performance of today's businesses depends so critically on quality IT services, BSM depends on SLM to ensure the availability of those services with committed service levels. This white paper addresses each of these areas so that IT organizations are better prepared to plan, design, select, and deploy an SLM solution in support of improved business performance.
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