Understand the purpose, objectives, and scope of service level management. In particular, understand how SLM ensures that current IT services are delivered to agreed specific and measurable targets. Understand how the process also ensures that requirements for new services are understood and delivered.

Be able to explain the basic concepts of service level management. These include the definition of service level requirements and the role of targets in assessing the level of service being delivered. Understand the difference between service providers and suppliers.

Understand the activities that are undertaken as part of the process. These activities include the definition and documentation of service level targets that meet the business requirement and the negotiation with the business and with those internal groups and external suppliers that provide elements of the complete service to agree on targets that are both challenging and achievable.

Understand how SLM uses underpinning agreements to ensure that targets are achievable. Be able to describe operational-level agreements and underpinning contracts. Understand when each is used and how these agreements support the service level commitments.

Understand the importance of the SLM activities of monitoring, measuring, and reviewing the service level achievements to ensure that targets are being met. Be able to describe what an SLAM report is and the benefits of using a RAG report. Be able to explain the role of the service improvement plan when targets are missed.

Be able to list and describe the different SLA structures of service-based, customer-based, and multilevel SLAs. Understand the advantages and disadvantages of each. Understand the purpose of the service review meeting.

Understand how service level management builds a relationship with the business units by understanding their requirements and how it delivers a service that meets these requirements. Be able to explain the different roles of the service level manager and the business relationship manager in building a relationship between the IT service provider and the business. Understand how SLM tracks customer satisfaction levels and takes action to improve them.

Be able to describe the interface between SLM and other process areas. Understand especially business relationship management, incident and request management, supplier management, and continual service improvement.