Exactly what is Service Level Management (SLM)? In a nutshell, SLM is the process of setting, measuring, and ensuring the maintenance of service goals. Whatever the service, SLM helps enterprises make sure that the key targets for service success—such as performance, quality, or number of transactions—are being met. SLM defines the metrics for measuring service success, a means for monitoring those metrics, and a process for responding when the metrics are not being met or are at risk of not being met.
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EMA covers topics that span the IT Management spectrum. Click on a Technology Area to access free EMA resources on these selected topics:
IT service definition is the first (and most important step) in any ITSM initiative. If you don’t get this fundamental step right, the odds are that your entire ITSM project will go down in flames. Learn Enterprise Management Associates’ simple, 5-step process for defining IT services in this hands-on workbook, which walks you through the model and provides you with guidance to help you define your own IT services.
Use this convenient and free online resource to learn the fundamentals of Service Level Management and compare 65+ unbiased analyst profiles of available vendor solutions side-by-side!
Service Level Management (SLM) 101:
A Primer for Enterprise IT Professionals
In this educational white paper, EMA Research Director Lisa Erickson-Harris helps enterprise IT professionals develop a better understanding of what SLM can do for their organization—and how to make it happen. Topics discussed include SLM concepts and terminology; weighing SLM benefits vs. SLM costs; and 5 essential steps to a successful SLM program.
Register now to receive a PDF of this informative paper!
Free On-Demand Webinar
A Practical Approach to Service Level Management
In this informative Webinar, EMA experts address proven methodologies for planning and implementing successful SLM initiatives.
In March 2007, EMA surveyed 84 individuals at companies who currently manage or have plans to manage IT from a services perspective to uncover their thoughts regarding their service level agreements (SLAs) and service level management (SLM) initiatives, which include the adoption of IT Service Management (ITSM), Business Service Management (BSM), and IT Infrastructure Library (ITIL) best practices. This August 2007 report details the results of this 2007 study, along with comparisons to results from previous EMA surveys conducted in 2003, 2004, and 2005.
Download a free abstract of SLM Acceptance 2007 today!
