Service Level Management - Revision history

Andrea at 12:09, 20 January 2025

2025-01-20T12:09:29Z

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	~~<p> </p>~~

	<b><span style="color:#465674;">Service level management (SLM)</span></b> as defined in ITIL 4 aims to "set clear business-based targets for service levels, and to ensure that delivery of services is properly assessed, monitored, and managed against these targets" [[#ref-axelos-2019\|[1]]]. SLM is essentially about		<b><span style="color:#465674;">Service level management (SLM)</span></b> as defined in ITIL 4 aims to "set clear business-based targets for service levels, and to ensure that delivery of services is properly assessed, monitored, and managed against these targets" [[#ref-axelos-2019\|[1]]]. SLM is essentially about
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Andrea at 15:08, 20 July 2024

2024-07-20T15:08:45Z

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	<p> </p>		<p> </p>

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	<span style="word-wrap:normal;" id="md-webpage-description" itemprop="description">A key element of service level management are agreements with customers that identify the services required and the expected service levels. These agreements are in fact the service contracts between the service provider and its customers.</span>		<span style="word-wrap:normal;" id="md-webpage-description" itemprop="description">A key element of service level management are agreements with customers that identify the services required and the expected service levels. These agreements are in fact the service contracts between the service provider and its customers.</span>

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	<~~img style~~="~~margin~~:~~5px 0px 15px 30px; float~~:~~right;~~" srcset="https://yasm.com/wiki/en/img/yasm-service-management/480px/service-level-management-sla.jpg 480w, https://yasm.com/wiki/en/img/yasm-service-management/service-level-management-sla.jpg 1200w" sizes="100vw" src="https://yasm.com/wiki/en/img/yasm-service-management/service-level-management-sla.jpg" width="480" height="270" ~~title~~="~~Service level management and SLA in YaSM~~" alt="Service level management and service level agreements (SLA): ITIL refers to SLAs, and in YaSM we use customer service agreements and service definitions." /></a>		<figure class="mw-halign-right" typeof="mw:File/Thumb"><a itemprop="contentUrl" href="https://yasm.com/wiki/en/img/yasm-service-management/service-level-management-sla.jpg" title="Service level management and SLA in YaSM"><img srcset="https://yasm.com/wiki/en/img/yasm-service-management/480px/service-level-management-sla.jpg 480w, https://yasm.com/wiki/en/img/yasm-service-management/service-level-management-sla.jpg 1200w" sizes="100vw" src="https://yasm.com/wiki/en/img/yasm-service-management/service-level-management-sla.jpg" fetchpriority="high" decoding="async" width="480" height="270" class="mw-file-element" alt="Service level management and service level agreements (SLA): ITIL refers to SLAs, and in YaSM we use customer service agreements and service definitions." /></a><figcaption><span style="font-variant:small-caps;"><b>Fig. 1: <a href="https://yasm.com/wiki/en/img/yasm-service-management/service-level-management-sla.jpg" title="Service level management and SLA in YaSM">SLA vs. customer service agreement and service definition</a></b></span></figcaption></figure></div>
	<~~div class="thumbcaption" style="margin:5px 0px 20px 30px"~~><span style="font-variant:small-caps;"><b>Fig. 1: <a href="https://yasm.com/wiki/en/img/yasm-service-management/service-level-management-sla.jpg" title="Service level management and SLA in YaSM">SLA vs. customer service agreement and service definition</a></b></span></~~div~~></~~div~~></div>

	<p style="word-wrap:normal;">ITIL<sup><small>®</small></sup>~~ ~~and~~ ~~other~~ ~~service management frameworks refer to these documents as "<a class="external text" href="https://wiki.en.it-processmaps.com/index.php/Checklist_SLA_OLA" title="Checklist Service Level Agreement (SLA) \| IT Process Wiki">service level agreements (SLA)</a>", "service requirements", "service characteristics", etc.</html>		<p style="word-wrap:normal;">ITIL<sup><small>®</small></sup> and other service management frameworks refer to these documents as "<a class="external text" href="https://wiki.en.it-processmaps.com/index.php/Checklist_SLA_OLA" title="Checklist Service Level Agreement (SLA) \| IT Process Wiki">service level agreements (SLA)</a>", "service requirements", "service characteristics", etc.</html>

	In YaSM we use the term "customer service agreement". [[Customer_vs._Operational_Service_Definitions_and_Agreements\|Customer service agreements]] cover all aspects of a service that need to be agreed upon between the customer and the service provider.		In YaSM we use the term "customer service agreement". [[Customer_vs._Operational_Service_Definitions_and_Agreements\|Customer service agreements]] cover all aspects of a service that need to be agreed upon between the customer and the service provider.
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	==References==		==References==
			<span id="ref-slm">[a] IT Process Wiki - ITIL Service Level Management. -- S. Kempter: IT Process Wiki, "[https://wiki.en.it-processmaps.com/index.php/Service_Level_Management ITIL Service Level Management]. - IT Process Maps; Lindau (Bodensee), Germany.</span><br />
	<span id="ref-axelos-2019">[1] AXELOS: ITIL<sup><small>®</small></sup> Foundation, ITIL 4 Edition. - The Stationery Office; Norwich, UK, 2019.</span>		<span id="ref-axelos-2019">[1] AXELOS: ITIL<sup><small>®</small></sup> Foundation, ITIL 4 Edition. - The Stationery Office; Norwich, UK, 2019.</span>

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Andrea at 14:40, 22 March 2024

2024-03-22T14:40:35Z

← Older revision		Revision as of 16:40, 22 March 2024
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	<html><div class="noresize"><a href="https://yasm.com/wiki/de/index.php/Service_Level_Management"><img src="https://yasm.com/wiki/en/img/yasm-wiki/YaSM-Wiki-Deutsch.png" width="140" height="36" style="float:right;" alt="auf Deutsch" title="This page in German" /></a></div><br style="clear:both;"/></html>		<html><div class="noresize"><a href="https://yasm.com/wiki/de/index.php/Service_Level_Management"><img src="https://yasm.com/wiki/en/img/yasm-wiki/YaSM-Wiki-Deutsch.png" width="140" height="36" style="float:right;" alt="auf Deutsch" title="This page in German" /></a></div><br style="clear:both;"/></html>
	<p> </p>		<p> </p>
	[[Service Level Management\|Service level management (SLM)]] is a key topic in all [[Service Management\|service management]] frameworks and standards. For example, ITIL<sup><small>®</small></sup> 4 includes the practice of service level management, while ITIL v3 defined service level management as a service lifecycle process. SIAM refers to SLM as one of the processes within a SIAM ecosystem, and [[ISO 20000]] specifies requirements for the management of service levels.

	~~As per [[ITIL~~#~~ITIL_4\|~~ITIL 4~~]], service level management~~ aims to "set clear business-based targets for service levels, and to ensure that delivery of services is properly assessed, monitored, and managed against these targets". It is essentially about		<b><span style="color:#465674;">Service level management (SLM)</span></b> as defined in ITIL 4 aims to "set clear business-based targets for service levels, and to ensure that delivery of services is properly assessed, monitored, and managed against these targets" [[#ref-axelos-2019\|[1]]]. SLM is essentially about
	* identifying target service levels, such as required service availability, capacity and performance		* identifying target service levels, such as required service availability, capacity and performance
	* determining how service level targets can be met in an economical way		* determining how the service level targets can be met in an economical way
	* monitoring service levels and taking corrective action if needed.		* monitoring service levels and taking corrective action if needed.

	So it is commonly accepted that the management of service levels is critical for any service provider, but still many organizations find it difficult to implement SLM in practice. The problem may be the way it is presented: Service level management is usually described as a distinct process, practice or capability, using its own set of documents and reports. It has numerous interfaces with other processes because it needs to spring into action whenever service level issues need to be dealt with. This kind of complex interfacing makes it hard to understand how all the processes are supposed to work together, which in turn makes it difficult to implement a working set of processes in practice.		To this end, [[ITIL#ITIL_4\|ITIL<sup><small>®</small></sup> 4]] includes the practice of service level management, while ITIL V3 defined service level management as a service lifecycle process.
	~~<p> </p>~~
			In other [[Service Management\|service management]] frameworks and standards we also find service level management as a key topic. For example, [[SIAM]] refers to SLM as one of the processes within a SIAM ecosystem, and [[ISO 20000]] specifies requirements for the management of service levels.

			So it is commonly accepted that the management of service levels is critical for any service provider, but still many organizations find it difficult to implement SLM in practice. The problem may be the way it is presented:

			Service level management is usually described as a distinct process, practice or capability, using its own set of documents and reports. It has numerous interfaces with other processes because it needs to spring into action whenever service level issues need to be dealt with. This kind of complex interfacing makes it hard to understand how all the processes are supposed to work together, which in turn makes it difficult to implement a working set of processes in practice.

			__TOC__

	==SLM acitivities in YaSM==		==SLM acitivities in YaSM==
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	==Service level agreements (SLA)==		==Service level agreements (SLA)==

			<span style="word-wrap:normal;" id="md-webpage-description" itemprop="description">A key element of service level management are agreements with customers that identify the services required and the expected service levels. These agreements are in fact the service contracts between the service provider and its customers.</span>

	<html><div style="float:right;">		<html><div style="float:right;">
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	<meta itemprop="keywords" content="SLA" />		<meta itemprop="keywords" content="SLA" />
	<img style="margin:5px 0px 15px 30px; float:right;" srcset="https://yasm.com/wiki/en/img/yasm-service-management/480px/service-level-management-sla.jpg 480w, https://yasm.com/wiki/en/img/yasm-service-management/service-level-management-sla.jpg 1200w" sizes="100vw" src="https://yasm.com/wiki/en/img/yasm-service-management/service-level-management-sla.jpg" width="480" height="270" title="Service level management and SLA in YaSM" alt="Service level management and service level agreements (SLA): ITIL refers to SLAs, and in YaSM we use customer service agreements and service definitions." /></a>		<img style="margin:5px 0px 15px 30px; float:right;" srcset="https://yasm.com/wiki/en/img/yasm-service-management/480px/service-level-management-sla.jpg 480w, https://yasm.com/wiki/en/img/yasm-service-management/service-level-management-sla.jpg 1200w" sizes="100vw" src="https://yasm.com/wiki/en/img/yasm-service-management/service-level-management-sla.jpg" width="480" height="270" title="Service level management and SLA in YaSM" alt="Service level management and service level agreements (SLA): ITIL refers to SLAs, and in YaSM we use customer service agreements and service definitions." /></a>
	<div class="thumbcaption" style="margin:5px 0px 20px 30px"><span style="font-variant:small-caps;"><b>Fig. 1: <a href="https://yasm.com/wiki/en/img/yasm-service-management/service-level-management-sla.jpg" title="Service level management and SLA in YaSM">SLA vs. customer service agreement and service definition</a></b></span></div></div></div~~></html>~~		<div class="thumbcaption" style="margin:5px 0px 20px 30px"><span style="font-variant:small-caps;"><b>Fig. 1: <a href="https://yasm.com/wiki/en/img/yasm-service-management/service-level-management-sla.jpg" title="Service level management and SLA in YaSM">SLA vs. customer service agreement and service definition</a></b></span></div></div></div>

	<span style="word-wrap:normal;" id="md-webpage-description" itemprop="description">A key element of service level management are agreements with customers that identify the services required and the expected service levels. These agreements are in fact the service contracts between the service provider and its customers.</span>

	<~~html~~>ITIL<sup><small>®</small></sup> and other service management frameworks refer to these documents as "<a class="external text" href="https://wiki.en.it-processmaps.com/index.php/Checklist_SLA_OLA" title="Checklist Service Level Agreement (SLA) \| IT Process Wiki">service level agreements (SLA)</a>", "service requirements", "service characteristics", etc.</html>		<p style="word-wrap:normal;">ITIL<sup><small>®</small></sup> and other service management frameworks refer to these documents as "<a class="external text" href="https://wiki.en.it-processmaps.com/index.php/Checklist_SLA_OLA" title="Checklist Service Level Agreement (SLA) \| IT Process Wiki">service level agreements (SLA)</a>", "service requirements", "service characteristics", etc.</html>

	In YaSM we use the term "customer service agreement". [[Customer_vs._Operational_Service_Definitions_and_Agreements\|Customer service agreements]] cover all aspects of a service that need to be agreed upon between the customer and the service provider.		In YaSM we use the term "customer service agreement". [[Customer_vs._Operational_Service_Definitions_and_Agreements\|Customer service agreements]] cover all aspects of a service that need to be agreed upon between the customer and the service provider.
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	Defining the service properties in a separate document allows agreements to be kept at a manageable size and avoid duplication, espacially when several customers use the same services:		Defining the service properties in a separate document allows agreements to be kept at a manageable size and avoid duplication, espacially when several customers use the same services:
	* The customer service agreements will then cover all issues relevant to particular customers,		* The customer service agreements will then cover all issues relevant to particular customers,
	* and the ~~generic~~ service definitions can be included as attachments.		* and the service definitions (see also [[Service Definition - Template\|service definition (document template / checklist)]] can be included as attachments.

	==Related pages==		==Related pages==
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	==References==		==References==
	[~~AXELOS, 2019~~]~~. --~~ AXELOS: ITIL<sup><small>®</small></sup> Foundation, ITIL 4 Edition. - The Stationery Office; Norwich, UK, ~~February~~ 2019.		<span id="ref-axelos-2019">[1] AXELOS: ITIL<sup><small>®</small></sup> Foundation, ITIL 4 Edition. - The Stationery Office; Norwich, UK, 2019.</span>

	<html>By:  Stefan Kempter <a href="https://www.linkedin.com/in/stefankempter"><img style="margin:0px 0px 0px 0px;" src="/wiki/en/img/yasm-wiki/bookmarking/linkedin.jpg" width="16" height="16" title="By: Stefan Kempter \| Profile on LinkedIn" alt="Author: Stefan Kempter, IT Process Maps GbR" /></a>, IT Process Maps.		<html>By:  Stefan Kempter <a href="https://www.linkedin.com/in/stefankempter"><img style="margin:0px 0px 0px 0px;" src="/wiki/en/img/yasm-wiki/bookmarking/linkedin.jpg" width="16" height="16" title="By: Stefan Kempter \| Profile on LinkedIn" alt="Author: Stefan Kempter, IT Process Maps GbR" /></a>, IT Process Maps.

Andrea at 15:55, 30 December 2023

2023-12-30T15:55:02Z

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Andrea at 14:06, 25 July 2022

2022-07-25T14:06:48Z

Andrea at 09:24, 4 July 2022

2022-07-04T09:24:34Z

← Older revision		Revision as of 11:24, 4 July 2022
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	<html><div class="noresize"><a href="https://yasm.com/wiki/de/index.php/Service_Level_Management"><img src="https://yasm.com/wiki/en/img/yasm-wiki/YaSM-Wiki-Deutsch.png" width="140" height="36" style="float:right;" alt="auf Deutsch" title="This page in German" /></a></div><br style="clear:both;"/></html>		<html><div class="noresize"><a href="https://yasm.com/wiki/de/index.php/Service_Level_Management"><img src="https://yasm.com/wiki/en/img/yasm-wiki/YaSM-Wiki-Deutsch.png" width="140" height="36" style="float:right;" alt="auf Deutsch" title="This page in German" /></a></div><br style="clear:both;"/></html>
	<p> </p>		<p> </p>
	Service level management (SLM) is a key topic in all service management frameworks and standards. For example, ITIL<sup><small>®</small></sup> 4 includes the practice of service level management, while ITIL v3 defined service level management as a service lifecycle process. SIAM refers to SLM as one of the processes within a SIAM ecosystem, and [[ISO 20000]] specifies requirements for the management of service levels.		[[Service Level Management\|Service level management (SLM)]] is a key topic in all [[Service Management\|service management]] frameworks and standards. For example, ITIL<sup><small>®</small></sup> 4 includes the practice of service level management, while ITIL v3 defined service level management as a service lifecycle process. SIAM refers to SLM as one of the processes within a SIAM ecosystem, and [[ISO 20000]] specifies requirements for the management of service levels.

	As per [[ITIL#ITIL_4\|ITIL 4]], service level management aims to "set clear business-based targets for service levels, and to ensure that delivery of services is properly assessed, monitored, and managed against these targets". It is essentially about		As per [[ITIL#ITIL_4\|ITIL 4]], service level management aims to "set clear business-based targets for service levels, and to ensure that delivery of services is properly assessed, monitored, and managed against these targets". It is essentially about
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	==SLM acitivities in YaSM==		==SLM acitivities in YaSM==

	To get around these problems in YaSM, we decided that service level management does not need to be a [[Service Management Processes\|service management process]] of its own. Instead, YaSM takes the view that service levels are an aspect to be considered at every stage of the service lifecycle - for instance when defining services, during service operation, and when continuously improving services.		To get around these problems in [[What_is_YaSM\|YaSM]], we decided that service level management does not need to be a [[Service Management Processes\|service management process]] of its own. Instead, YaSM takes the view that service levels are an aspect to be considered at every stage of the service lifecycle - for instance when defining services, during service operation, and when continuously improving services.

	There are thus, for instance, activities in the [[LP2:_Design_new_or_changed_services\|service design processes]] to identify and define target service levels. Service levels are continually monitored as part of [[LP4:_Operate_the_services\|service operation]], and if any service level targets are not met, corrective action will be taken.		There are thus, for instance, activities in the [[LP2:_Design_new_or_changed_services\|service design processes]] to identify and define target service levels. Service levels are continually monitored as part of [[LP4:_Operate_the_services\|service operation]], and if any service level targets are not met, corrective action will be taken.
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	<div class="thumbcaption" style="margin:5px 0px 20px 30px"><span style="font-variant:small-caps;"><b>Fig. 1: <a href="https://yasm.com/wiki/en/img/yasm-service-management/service-level-management-sla.jpg" title="Service level management and SLA in YaSM">SLA vs. customer service agreement and service definition</a></b></span></div></div></div></html>		<div class="thumbcaption" style="margin:5px 0px 20px 30px"><span style="font-variant:small-caps;"><b>Fig. 1: <a href="https://yasm.com/wiki/en/img/yasm-service-management/service-level-management-sla.jpg" title="Service level management and SLA in YaSM">SLA vs. customer service agreement and service definition</a></b></span></div></div></div></html>

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Andrea at 13:30, 7 October 2021

2021-10-07T13:30:56Z

← Older revision		Revision as of 15:30, 7 October 2021
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	<p> </p>		<p> </p>
	Service level management (SLM) is a key topic in all service management frameworks and standards. For example, ITIL<sup><small>®</small></sup> 4 includes the practice of service level management, while ITIL v3 defined service level management as a service lifecycle process. SIAM refers to SLM as one of the processes within a SIAM ecosystem, and [[ISO 20000]] specifies requirements for the management of service levels.		Service level management (SLM) is a key topic in all service management frameworks and standards. For example, ITIL<sup><small>®</small></sup> 4 includes the practice of service level management, while ITIL v3 defined service level management as a service lifecycle process. SIAM refers to SLM as one of the processes within a SIAM ecosystem, and [[ISO 20000]] specifies requirements for the management of service levels.
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	<div class="thumbcaption" style="margin:5px 0px 20px 30px"><span style="font-variant:small-caps;"><b>Fig. 1: <a href="https://yasm.com/wiki/en/img/yasm-service-management/service-level-management-sla.jpg" title="Service level management and SLA in YaSM">SLA vs. customer service agreement and service definition</a></b></span></div></div></div></html>		<div class="thumbcaption" style="margin:5px 0px 20px 30px"><span style="font-variant:small-caps;"><b>Fig. 1: <a href="https://yasm.com/wiki/en/img/yasm-service-management/service-level-management-sla.jpg" title="Service level management and SLA in YaSM">SLA vs. customer service agreement and service definition</a></b></span></div></div></div></html>

	<span id="md-webpage-description" itemprop="description">A key element of service level management are agreements with customers that identify the services required and the expected service levels. These agreements are in fact the service contracts between the service provider and its customers.</span>		<span style="word-wrap:normal;" id="md-webpage-description" itemprop="description">A key element of service level management are agreements with customers that identify the services required and the expected service levels. These agreements are in fact the service contracts between the service provider and its customers.</span>

	<html>ITIL<sup><small>®</small></sup> and other service management frameworks refer to these documents as "<a class="external text" href="https://wiki.en.it-processmaps.com/index.php/Checklist_SLA_OLA" title="Checklist Service Level Agreement (SLA) \| IT Process Wiki">service level agreements (SLA)</a>", "service requirements", "service characteristics", etc.</html>		<html>ITIL<sup><small>®</small></sup> and other service management frameworks refer to these documents as "<a class="external text" href="https://wiki.en.it-processmaps.com/index.php/Checklist_SLA_OLA" title="Checklist Service Level Agreement (SLA) \| IT Process Wiki">service level agreements (SLA)</a>", "service requirements", "service characteristics", etc.</html>

Andrea: Created page with "Service Level Management | YaSM Wiki
2020-02-16T17:15:18Z

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<p> </p>
Service level management (SLM) is a key topic in all service management frameworks and standards. For example, ITIL<sup><small>®</small></sup> 4 includes the practice of service level management, while ITIL v3 defined service level management as a service lifecycle process. SIAM refers to SLM as one of the processes within a SIAM ecosystem, and [[ISO 20000]] specifies requirements for the management of service levels.

As per [[ITIL#ITIL_4|ITIL 4]], service level management aims to "set clear business-based targets for service levels, and to ensure that delivery of services is properly assessed, monitored, and managed against these targets". It is essentially about
* identifying target service levels, such as required service availability, capacity and performance
* determining how service level targets can be met in an economical way
* monitoring service levels and taking corrective action if needed.

So it is commonly accepted that the management of service levels is critical for any service provider, but still many organizations find it difficult to implement SLM in practice. The problem may be the way it is presented: Service level management is usually described as a distinct process, practice or capability, using its own set of documents and reports. It has numerous interfaces with other processes because it needs to spring into action whenever service level issues need to be dealt with. This kind of complex interfacing makes it hard to understand how all the processes are supposed to work together, which in turn makes it difficult to implement a working set of processes in practice.
<p> </p>

==SLM acitivities in YaSM==

To get around these problems in YaSM, we decided that service level management does not need to be a [[Service Management Processes|service management process]] of its own. Instead, YaSM takes the view that service levels are an aspect to be considered at every stage of the service lifecycle - for instance when defining services, during service operation, and when continuously improving services.

There are thus, for instance, activities in the [[LP2:_Design_new_or_changed_services|service design processes]] to identify and define target service levels. Service levels are continually monitored as part of [[LP4:_Operate_the_services|service operation]], and if any service level targets are not met, corrective action will be taken.

As a result, it is very clear in YaSM how service levels can be managed by embedding appropriate activities in the [[Service_Management_Processes#Service_lifecycle_processes|service lifecycle processes]]. Implementing a service level management capability in practice is thus quite straightforward.

==Service level agreements (SLA)==

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<div class="thumbcaption" style="margin:5px 0px 20px 30px"><span style="font-variant:small-caps;"><b>Fig. 1: <a href="https://yasm.com/wiki/en/img/yasm-service-management/service-level-management-sla.jpg" title="Service level management and SLA in YaSM">SLA vs. customer service agreement and service definition</a></b></span></div></div></div></html>

<span id="md-webpage-description" itemprop="description">A key element of service level management are agreements with customers that identify the services required and the expected service levels. These agreements are in fact the service contracts between the service provider and its customers.</span>

<html>ITIL<sup><small>®</small></sup> and other service management frameworks refer to these documents as "<a class="external text" href="https://wiki.en.it-processmaps.com/index.php/Checklist_SLA_OLA" title="Checklist Service Level Agreement (SLA) | IT Process Wiki">service level agreements (SLA)</a>", "service requirements", "service characteristics", etc.</html>

In YaSM we use the term "customer service agreement". [[Customer_vs._Operational_Service_Definitions_and_Agreements|Customer service agreements]] cover all aspects of a service that need to be agreed upon between the customer and the service provider.

<html>In addition, YaSM introduces "<a href="https://yasm.com/wiki/en/index.php/Service_Portfolio,_Service_Definitions_and_Service_Catalogs#Service_definitions" title="What are service definitions?">service definitions</a>". These are the documents where the properties of a service are defined in detail (see <a href="https://yasm.com/wiki/en/img/yasm-service-management/service-level-management-sla.jpg" title="Fig.: SLA vs. customer service agreement and service definition (original size)">fig. 1</a>).</html>

Defining the service properties in a separate document allows agreements to be kept at a manageable size and avoid duplication, espacially when several customers use the same services:
* The customer service agreements will then cover all issues relevant to particular customers,
* and the generic service definitions can be included as attachments.

==Related pages==
* [[Service Management Processes|YaSM service management processes]]
* [[YaSM_and_ITIL|Comparison: ITIL 4 practices and YaSM processes]]
* [[YaSM and ISO 20000]]

==References==
[AXELOS, 2019]. -- AXELOS: ITIL<sup><small>®</small></sup> Foundation, ITIL 4 Edition. - The Stationery Office; Norwich, UK, February 2019.

<html>By:  Stefan Kempter <a href="https://www.linkedin.com/in/stefankempter"><img style="margin:0px 0px 0px 0px;" src="/wiki/en/img/yasm-wiki/bookmarking/linkedin.jpg" width="16" height="16" title="By: Stefan Kempter | Profile on LinkedIn" alt="Author: Stefan Kempter, IT Process Maps GbR" /></a>, IT Process Maps.
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	<div class="thumbcaption" style="margin:5px 0px 20px 30px"><span style="font-variant:small-caps;"><b>Fig. 1: <a href="https://yasm.com/wiki/en/img/yasm-service-management/service-level-management-sla.jpg" title="Service level management and SLA in YaSM">SLA vs. customer service agreement and service definition</a></b></span></div></div></div></html>		<div class="thumbcaption" style="margin:5px 0px 20px 30px"><span style="font-variant:small-caps;"><b>Fig. 1: <a href="https://yasm.com/wiki/en/img/yasm-service-management/service-level-management-sla.jpg" title="Service level management and SLA in YaSM">SLA vs. customer service agreement and service definition</a></b></span></div></div></div></html>

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