Service Level

The Service Level is a very important property of IT services, it defines through a contract what is the service quality standard that the company must deliver. This standard can have many different levels according to the client, but it is important that the level is pre-determined so you can have measurements against this standard and verify if the service is being delivered properly, within schedule, and with justifiable costs.

Service Level Management is a process responsible to maintain, improve, and deliver the quality expected by the business, through agreements, contracts, measuring the performance, justifying the costs related to the business.

The process also assures that the current and planned IT services will be delivered with tangible results. This can be done through a constant cycle of negotiation, agreement, monitoring, reporting, and revision of goals and results by means of action to correct and improve the service level delivered.