Objective 
The
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objective of Service Level Management is to establish a
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structured and collaborative framework for
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defining, negotiating, monitoring, and evolving service levels between the service provider and its stakeholders (users, business units, internal teams, and suppliers
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). 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 
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Main roles & responsibilities 
- Service Owners: Accountable for the overall quality and delivery of IT services.
- Delivery Managers: Oversee the execution and coordination of service delivery.
- Business Teams: Provide input on service needs, ensuring the alignment of IT services with business goals.
- Internal IT Teams: Support the infrastructure, implementation, and ongoing maintenance of IT services.
- Service Providers: External teams responsible for specific aspects of IT service delivery.
Useful contacts 
Service Level
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process Leader : To be completed by the new team
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here for useful cards
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