Page 199 - ITIL® Foundation 3.15

Service Level Manager Role
The Service Level Manager is:
• Responsible for making sure that the aims of SLM are met
• Ensures service requirements are identified, understood and
documented
• Agrees on levels of service with the customer
• Agrees on OLAs and other underpinning contracts
• Assists in production of an accurate service catalogue and
portfolio
• Ensures that service reporting is performed whenever an SLA target is breached. The goal is to highlight, investigate and prevent recurrence of breaches of the SLA.
• Progress reports to customers
• Develops relationships and communication with customers and
key users
• Recording, measuring, analyzing and improving customer
satisfaction.
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