There are three basic types of SLAs: customer, internal, and vendor service level agreements. IT Financial Management: How Much Does It Cost to Deliver Services? What is the budget? Capacity management: How do departments manage changes in demand? Overall, an SLA typically includes an explanation of the objectives, a list of services to be covered by the agreement, and a definition of the responsibilities of the service provider and the customer under the SLA. SLM provides important information on all operational services – their expected objectives and – service successes and violations Regular review, renewal and/or revision of SLAs, service scope and OLTs as required Monitoring and improvement of customer satisfaction with the quality of service provided Negotiation and agreement of service functionality requirements (utility), except to the extent that the feature affects a service level requirement or objective. SLAs typically describe the key elements of service utility as part of the service description, but the SLM activity does not include agreement on what the utility will be. Assist supplier management in reviewing and revising underlying contracts or agreements and, in some cases, objectives may need to be renegotiated. Many companies negotiate an agreed timeline for IT to negotiate and lay the groundwork for setting realistic service goals. Once the objectives and deadlines are confirmed, the SLAs must be signed. Ensure that delivery level expectations are clear and unambiguous However, difficulties can arise if the specific requirements of different customers for the same service vary, or if the characteristics of the infrastructure make different levels of service inevitable (for example.B. headquarters employees can be connected via a high-speed LAN, while local offices may have a WAN line with less speed to be used). Development and documentation of contacts and relationships with the company, customers and other stakeholders in cooperation with the business relationship management process An appropriate service should be selected by the organization if it is new to service level management. Mapping customer needs with existing and planned services Effective service level management can really help your IT department build stronger relationships between you and your customers. .