Service Level Management provides IT services to IT customers at specified service levels.  IT customers select standard services from a Service Catalog.  Services are provided via agreements with internal providers (operational level agreement (OLA)) and external providers (underpinning contract (UC)).  A service level agreement (SLA), negotiated between the service level manager and the IT customer, identifies the service level targets. 

Services are provided via solutions managed by service providers.  Solutions are developed via development processes.

Periodically, SLAs are reviewed in service review meetings. 

Services may be enhanced via a service improvement program.