Service Level Management

Service Level Management can enhance and assure the quality of your IT services. This requires:

  • Regular negotiation and review of service levels
  • Monitoring and reporting on the achievement of objectives
  • Working both proactively and reactively to improve poor service quality
  • An awareness of cost-related issues.

Effective Service Level Management can improve understanding and communication between IT executives and their internal and external customers.

Why Service Level Management?

Companies are increasingly dependent on the operational capability of Information Technology. As a result IT service requirements also increase, creating the need for an effective IT Service Management (ITSM) Strategy. Good ITSM can enhance:

  • End user productivity
  • Operational performance
  • Overall efficiency

One key aspect of ITSM is the improvement of communications between the IT organisation and the operational business.

ITSM is the basis from which to make operational and strategic IT Management measurable. Despite this, many companies still haven?t implemented an ITSM strategy in their business. Risk and security management, often-forgotten, are very important aspects of a complete and reliable approach to security. Strategic Service Management can help put things right.

Our Services

COREVA uses five key steps to implement ITSM.


  • Analysis of current services and requirements
  • Create Service Catalogue

Define services:

  • Definition and adjust services according to customer requirements and costs
  • Document service level requirements

Define and implement metrics and sanctions:

  • Define Service Level Agreement (SLA) to meet business operations needs

Monitoring and reporting:

  • Measure the service received against the terms of SLA
  • Prepare regular reports for customers and IT organisation

Fine tune:

  • Evaluate the service received, with the customer
  • Adjust service to customer requirements
  • Update the SLA

What Are The Costs?

The cost of Service Level Management implementation and operation is made up of:

  • Staff costs (recruitment, salaries, training, consulting)
  • Office accommodation
  • Tools (installation, maintenance, hardware)
  • Marketing

Added Value

Service Level Management must ultimately make a positive contribution to the business. It must be measurable because it also has to be cost-effective. The implementation of effective Service Level Management has several key benefits:

  • IT services can be adjusted to meet business needs
  • An improved service provider - customer relationship
  • Documented and agreed service requirements
  • Being able to deliver in line with service requests
  • Improved definition and delivery of services via clear and easy-to-understand reporting
  • The use of Service and Operational Level Agreements as the basis for Business Continuity Management
  • Providing support for Supply Management

COREVA offers different levels and types of support, allowing you to tailor our services to your requirements. We provide an entire range of services, from coaching to long-term support, for all or only some phases of SLM, according to your specific needs.

Fact Sheet

Click here to download our Service Level Management Fact Sheet.