Service Level Management (SLM) overview
Dependency from IT and complexity
The IT became more and more important in every organizations' life. This depedency reaches the level where the IT becomes unable to operate, this brings in its train the particular part of the organization or whole will be unable to operate also.
With increasing the complexity of infrastructure and applications the whole IT system became more and more complex increasing the possibilities of mistakes.
The complicated infrastructure cannot be handled traditional, informal and - in many cases - unregulated way. The mistakes cannot be corrected efficiently, additionally the new requirements cannot be fulfiled regulatedly.
1. IT Operation Capability Management (OMCM) 
2. Service catalogue
3. Service and application map
4. Collecting and systematizing business requirements
5. KPI establishing for business process
6. SLA design
7. Establishing SLA-based IT service agreement
What is the goal of IT organizations?
Follow from the I. paragraph, the establishment of the IT service culture gets more and more significance.
It is important to make real at all of the IT service branch that general purpose of an IT organization is to supply - often vital importance of - services to the organization.
E.g. at a bank office, the operator's goal in the organization is to make the efficient service supplying to customers possible; but the functional goal is to ensure the ability of operation for IT systems (e.g. IVR, call center system, accounting system, Internet bank).
Based on this approach, the representatives of BUSINESS determine the claims to IT functions in place of the IT organization determines them to the BUSINESS.
1. IT Operation Capability Management (OMCM) 
2. Service catalogue
3. Service and application map
4. Collecting and systematizing business requirements
5. KPI establishing for business process
6. SLA design
7. Establishing SLA-based IT service agreement
Expectations and the detached factors describing them
According to the service-based operation, the SERVICE NEED NOT TO BE 'EXCELLENT' IN TOTAL VALUE, it must come up ONLY TO THE CLAIMS expected by the buyer of the service!
The above convenience is possible only the case when the claims can be supported by such attributes that can be qualified detachedly. The terms of it that the quality requirements regarding the services must be described with the help of detached (RELEVANT, determined via numerical data, measurable) parameters by the business areas.
As a matter of course, it is possible only the case when the buyer of the services (the business area) knows the own expectations. In view of the expectations it is definite for the IT areas which parameters should be fulfilled to get acceptance from the Orderer for the services they supplied. It is important to understand that not only the quality of IT services is critical for the Orderer (e.g. availability and response time of the accounting system). At least, the quality of the support services supplied by IT is important so much also (e.g. helpdesk). The support services are high priority factors because these ensure the proper information to the business area; and in this way, they can get ready for the incidental shutdowns; in case of well-developed organization for the SLA-breaches; they can inform their customers, lessen the negative effects in the business continuity caused by IT stoppages.
1. IT Operation Capability Management (OMCM)
2. Service catalogue
3. Service and application map
4. Collecting and systematizing business requirements
5. KPI establishing for business process
6. SLA design
7. Establishing SLA-based IT service agreement
The most important element of service-based operation is the Service Level Agreement (SLA). The purpose of it is that content of the service provided by supplier will be defined clearly for both Parties (for the orderer and the supplier too), the service will be qualified via the service level attributes determined detachedly.
(What do they buy? What do they supply? With what kind of parameters?)
1. IT Operation Capability Management (OMCM)
2. Service catalogue
3. Service and application map
4. Collecting and systematizing business requirements
5. KPI establishing for business process
6. SLA design
7. Establishing SLA-based IT service agreement
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