This governance activity includes the evaluation of the performance of the Service Level Management process and aims at the improvement of the overall process. That is, the foundation and interfaces of the process, all activities, their accomplishment, the adaptability of the process, as well as the roles and responsibilities including the respective skills.

Basis for the improvements are insights and lessons learned from the observations and analysis of activity accomplishments and results.

Basically, the improvements should lead to more efficiency in the process; for example, better management of service levels.