The primary goal of every IT Service organization should be alignment and support of businesses strategy and objectives. Since many of today's businesses are in a fluid state, this goal has become increasingly elusive. The only way IT Service organizations can continue to hit the moving target of supporting business needs is by having Service Level Management (SLM) in place. Service Level Management is the over-riding principal that allows businesses to achieve a healthy alignment between their IT Service organization and its core lines of business. SLM is a powerful process that requires IT-wide commitment, in-depth training, and effort. This paper explores few concepts in Service Level Management.
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