What does Service Level Management aim to ensure regarding service delivery?

Service Level Management is fundamentally about establishing clear expectations and understanding between service providers and customers regarding the level of service that will be delivered. By aligning customer expectations with actual service delivery, it ensures that customers have a realistic understanding of what services will be provided, how they will be delivered, and the standards of performance and availability to expect. This alignment helps to prevent misunderstandings and dissatisfaction, fostering a positive relationship between the service provider and the customer.

Through Service Level Agreements (SLAs) and regular communication, Service Level Management works to define and measure service quality, ensuring that both parties are on the same page and that service performance is consistently monitored and improved. Ultimately, this alignment is crucial for enhancing customer satisfaction and value, which are key objectives of the Driving Stakeholder Value practice in ITIL 4.