Objective 
The objective of Service Level Management is to establish a structured and collaborative framework for defining, negotiating, monitoring, and evolving service levels between the service provider and its stakeholders (users, business units, internal teams, and suppliers). This process ensures that services are delivered under clearly agreed conditions, measured effectively, and continuously improved.
Scope 
This initiative encompasses all IT services, involving various stakeholders:
- End-users: Individuals utilizing IT services.
- Business Units: Stakeholders who rely on IT services to meet operational needs.
- Internal IT Teams: Teams responsible for the execution and support of IT services.
- IT Service Providers: External providers contributing to the delivery of IT services.
Main activities 
Main roles & responsibilities 
Useful contacts 
Service Level process Leader : To be completed by the new team
