The service level management ensures the achievement of the service-level agreements. The tasks of the management of service-level agreements are divided into sections for the development of service level agreements and the establishment of a service-level management system between the service provider and the service. These individual parts represent an idealized life cycle of service level agreements and be divided into four phases. It is assumed that a service-level agreement successively passes through these areas: definition phase the first phase involves the creation of service level agreements. To identify the IT services to be provided, to delineate precisely describe and agree on relevant quality characteristics of these services in the form of service level requirements are in terms of content. Implementation joins the implementation stage at the definition phase, where the organizational, personnel and technical measures on the side of the service provider, as well as on the side of the service shall be initiated. Human actions can represent the education and training of personnel, or the introduction of shift work. Technical measures include for example the replacement of outdated network components or the expansion of the capacity of infrastructure components, while the organisational measures require the adaptation of internal processes or the updating of operational concepts.
The agreements or contracts are to adapt with external suppliers and their service level agreements. The service provider has to put his own staff about arrangements for ongoing service levels in knowledge. Additionally, changes, ways to communicate task distribution and responsibilities arising as a result of the service-level agreements. The organisational regulations are to align the service level agreement. As a consequence of the use of service level agreements, the need may arise to customize individual organizational arrangements and resources such as in the form of duty of cooperation or the provision of Premises. The flow of information to ensure of the timeliness of content is set.