Service level management is the bridge between ICT technical support and end-
users. It is the mechanism that facilitates communication between the customer
and those responsible for the service.
Service level management is the responsibility of ICT management, but by user
representatives and suppliers participate in it, too. You should retain control of the
ICT service even if a third-party provides it. You can do this by using service level
management to monitor and review the level of service your suppliers provides.
