7 Conclusion

Service level management is a key process which seeks to match business requirements and perceptions with the day to day delivery of IT services. As such, it has a wide variety of areas to communicate with and bring together into a coherent and consistent message for the business customers of the services.

It is important that this process is able to capture and present an accurate, objective view of how well services are being delivered so that difficult and often costly decisions can be made about the prioritization of resources within the organization.