SLA management
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5 keys to service level management,
look at the goals and scopes of SLA, consider the cost vs the benefit, role of service level manager.
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Key term
service level: basically measure .report and achivement or accomplishment agains one or more
service level targets, in another word, how you doing
to achive your service level targets,,
service level target: it a docemnet of commiment in
your service level agreement. its base on the service
level requirements, and you must have this to ensure
your IT service design it is what we call fit for purpose.
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Smart Phylosophy:  specific,measureable,achivable,relevant and timely.
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project program should be smart.
the service level agreement is going identify the IT services, the documents,the duments of service level
targets, definition agains the responsibility of IT service providers , what you are going to provide and what your customers gonna provideand the customers' responsibility. keep in mind a single SLA could cover a bunch of IT services or even cover multiple customers.
an SLA can also refer to operational level agreement.
(OLA), SLM service level management , SLM responsible for negociating our service level agreement, and making sure they are all met.SLM is blanket governing process for insurance all IT services process, operational level agreement and any contracts are appropriate.
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SLR : service level requirement, is basically for the requirement of the customers.its a customer requirements for certain aspects for certain areas of
IT services.SLR is base on service subjectives, you use this SLR to negociate your agree upon services 
level targets.
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service hours: is agree upon time period for a particular IT services should be available. for example monday to Friday 8-5pm except for public holiday.
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SCM : service capacity management.: responsible for
understanding the performance and the capacity of all of our IT services, problem management, availibiltiy mangement,capacity management, change management, and the resources used by each IT service.as well as the patent usage over time, this is determined by collecting,redcording and analysing data
, it will be used in different type of plans by different commitees , servcie capacity management is tightly
couple with business capacity management and component capacity management,
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the main goal of service level  management is ongoing
campain to maintain and enhance the quality of your IT services in the organization or business. and this is done by consistantly monitoring the process, and reporting or logging base on information that does elimiating poor services.
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the primary goal of SLM is to build a solid long term relationships with all the involved parties.the SLM is gonna involve every aspects of IT services.
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SLM has upper tier of all IT services management.
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two categories:
problem management and chang management
under the problem management, you got service desk and incident managment
under the change management, you got the release management and configuration management.
you may actually design your ITIL solutions this way.
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SLM allows to isolate targets for enhance measurement, enhance reporting, ongoing assessment of the process, and also allows you
to make a IT goals with much more business centric.