18. ITIL | Service Level Management | Service Design Process | SLA structures

This ITIL core foundation video explains about the service level management process which is a part of service design stage along with the
SLA structures.
Purpose Service Level Management
To ensure that all current and planned IT services are delivered to agreed achievable targets.
To correct or improve the level of service delivered.
Objectives of Service Level Management
To define, document, agree on, monitor measure, report and review the level of IT services provided.
To provide and improve the relationship and communication with the business and customers.
Proactive measures to improve the levels of service delivered are implemented in a cost-justified manner.
Scope of Service Level Management
To provide a point of regular contact and communication to the customers and business managers of an organisation in relation to service levels.
Needs to manage the exception and perception of the business, customers and users and ensure that the quality of service delivered by the service provider is matched to those expectations and needs.
Here the three different SLA structures in the ITIL framework.
First one is, customer specific SLA where those issues specific to a customer can be dealt with.
Second is, service specific SLA where All issues relevant to a specific service can be covered.
Third one is, multi level or corporate SLA where all generic issues pertaining to the organization are covered, which are the same for the entire organization.