Gartner Research

Top Three Service-Level Management Next Practices

Published: 30 March 2015

ID: G00272779

Analyst(s): Tapati Bandopadhyay


The service-level management process in IT service management practices has become more important for infrastructure and operations teams in digital enterprises, demanding speed, agility, flexibility and business relevance. We demonstrate the top three SLM processes in ITSM via a use-case example.

Table Of Contents
  • Key Challenges



  • Next Practice 1. Integrate SLM With Pattern of Business Activity Analysis in the Demand Management Process, for Business Relevance and Agility
    • Use Case Example
  • Next Practice 2. Implement SLM as an Integrated Approach of People, Process and Technology
  • Next Practice 3. Differentiate Services Using Cost and Service-Level Information
    • Use Case Example

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