Through the years, organizations have transformed its physical processes and activities to a world of automated business processes within the virtual walls of Information Systems and Technology; and these virtualized business processes have become part of the enterprise digital nervous system of organizations. Hence, effective and efficient IT services supporting business processes may only be possible through service level management (SLM).

The participants will learn the goal of SLM on how to maintain and improve on service quality through a constant cycle of identification, agreeing, monitoring, reporting, improving and reviewing of the levels of IT services specified in the service level agreements (SLAs). It is focused on the business and maintaining the alignment between the business and IT.

With   SLM, the   participants   will   understand   the   following   benefits   to   the organization:

• Interface top management, business units and IT organizations
• Ensure continuous quality improvement
• Show the importance of IT performance
• Measure effectiveness and efficiency