Service Level Management: A CA Service Management Process Map

The main objective of Service Level Management is to build and maintain a customer oriented focus, moving away from traditional based thinking in "Systems" to "Service" based thinking. This often includes organizational and cultural change. On the other side, SLM plays a key role in defining IT service (delivery) standards, laying the foundation for further IT industrialization. This analogy in mind, SLM is the process that provides the metrics and the dashboard to drive the IT fabric.