Enterprise 2.0

The Rise of Service Level Management in ITIL V3

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Executive Summary

Never lose sight of the importance that Service Level Management brings to both the Business and IT. SL M is the liaison between the business and IT and provides ongoing communication and updates as to how IT is delivering services to the business. SL M is also one of the first areas where an improvement initiative can be identified and where new business requirements can be identified, as well as getting an initial indication if the customer is not happy with the service currently being provided. As one of the key ITIL processes defined in V3, Service Level Management plays an important role in building and maintaining relationships.

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