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Quick Update
Service Level Management Process
Purpose:
Official – ensure that all current and planned IT services are delivered to agreed achievable targets. This is accomplished through a constant cycle of negotiating, agreeing, monitoring, reporting on and reviewing IT service targets and achievements, and through instigation of actions to correct or improve the level of service delivered.
Unofficial – Negotiate & Agree on SLA’s and OLA’s. Control customer expectations by negotiation.
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