What is SLM is ServiceNow ITSM?

We know that ServiceNow is all about providing services. These services can be printer repair, software update, hardware repair and maintenance etc. SLM (Service Level Management) is there to make sure that the quality of service being provided is good. And what is a "good" service. How do we even know what a "good" service is? Well, in the SLM, the service providers and the people who demand the services, negotiate with each other and come to an agreement about what makes a service, "good". This could cover things like percentage of the time the service is available, response time, how long it takes to solve the problem, speed and efficiency of the service etc.


In summary, SLM is there to make sure that the services that are being provided are good and that the people demanding these services are satisfied.

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