What is the main purpose of service level management?

The main purpose of Service Level Management is:

• To develop and negotiate SLAs with customers

• To ensure SLAs are underpinned by internal (OLAs) and external (UCs) agreements that support the achievement of agreed service levels

• To act as a bridge between the IT service provider and the business

• To manage and maintain positive, constructive relationships with the customer. As the primary interface between IT and the business, it must be kept up to date with all relevant developments.