A: Service Level Management is a practice that ensures IT services are delivered in accordance with agreed-upon service levels, focusing on defining, negotiating, and monitoring service level agreements (SLAs).

A: The purpose is to define and agree on service levels that meet business needs, monitor service performance, and ensure service delivery meets the agreed expectations.

A: SLAs are formal agreements between the service provider and the customer that define the expected level of service, including performance metrics, response times, and resolution times.

A: While Incident Management focuses on resolving incidents, Service Level Management ensures that service performance aligns with agreed-upon standards and expectations.

A: The Service Level Manager is responsible for defining, negotiating, and managing SLAs, ensuring that service levels are monitored and maintained to meet business requirements.

A: By defining SLAs based on business needs and continuously monitoring service performance, Service Level Management ensures that IT services align with business objectives and deliver value.

A: Key activities include defining SLAs, monitoring service performance, reporting on service levels, and reviewing and improving SLAs based on feedback and performance.

A: SLRs are the specific service level expectations that are collected from business stakeholders and used to create SLAs, ensuring that service levels meet business needs.

A: Tools include service management software, performance monitoring tools, reporting platforms, and SLA management systems that help track and report service performance.

A: By regularly reviewing SLAs, monitoring service performance, and gathering feedback, Service Level Management identifies areas for improvement, driving better service delivery and increased customer satisfaction.