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Establishing IT service levels with the business is essential to good IT/business communication. While Service Level Management (SLM) is seemingly out of reach, out of scope, and out of budget for many small enterprises, the core concepts that define SLM are crucial for establishing the role of the IT department within a growing enterprise.

This research note will examine:

  • The value of SLM. 
  • SLM principles. 
  • SLM workflow and tools: the service level agreement (SLA) and service catalog.

Managing service levels in small shops requires special consideration. This note closes with a series of recommendations that are tailored to fit the small enterprise.

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