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Version: 1.12.1

Service Level Management

As mentioned in the Service Portfolio Management article, the purpose of the ITSM processes is to provide maximum business value by offering an optimal set of IT services. The Service Level Management (SLM) practice is responsible for defining key requirements for service delivery and quality targets, such as Service Level Agreements (SLA). The purpose of this practice is to define and set agreements, negotiate them with service suppliers and customers, and ensure clear perception of these obligations.

An SLA defines warranty targets and the time required to perform key service actions, solve incidents and service requests. An SLA can be concluded at the customer's request or at the IT service provider's initiative.

The SimpleOne SLM solution allows you to perform the following types of activities with SLAs:

  • Customize an SLA as a contract, agreement, or obligation.
  • Set Service Level Objectives (SLO) as quality indicators for any ITSM task.
  • Store approved customer requirements as articles containing the SLAs in the Knowledge Base. These records contain all information about the rights and obligations of the parties and the agreed level of service quality.
  • Relate articles with documented SLAs to appropriate services in the Service Portfolio.
  • Keep information about contracts between the service provider and the customer and types of these agreements.

Create Agreements and Commitments


The SimpleOne SLM methods and tools are designed to keep and manage information about IT service quality targets and their values. From this article, you will also learn about complex agreements that allow to implement processes involving interactions with various stakeholders, both internal and external.

Establish Relations


Get all necessary information about how services, contracts, and SLAs are bound to each other.

Create Indicators


An indicator is a rule of a time counter activation that is specified by proper conditions for starting, pausing, and stopping this counter. It also determines a time limit for declaring SLA as breached.

Manage Indications


When an indicator start condition is met, an indication starts. It contains timings and allows you to track the level of service quality.

SLA Indication Widget


Learn about the SLA Indication widget used to visualize the time left till the nearest SLA breach time. When the SLA indicators are set and the start conditions are met, the widget displays a countdown of relevant indications for the record.