Some of the organizations I work with, when asked about Service Level Management often give one of two answers 1) We will get to it after Incident, Change and Problem, or 2) We need to map out the process before trying any service level management out.  In a nut shell, it is something they are putting off and in some cases don’t really want to get involved in.   Service Level Management does not have to be this way.
ITIL says that Service Level Management is an ongoing process where companies should get their feet wet in a controlled fashion, not wait a complete process to be developed.  With Service Level Management, this approach can be easily taken, building metrics, base lining operations to understand operations, and then eventually implementing OLA/SLA’s and notification/escalation workflow to proactively manage operations. Create shadow
