The policies for Service Level Management are as follows:

• Formal processes, procedures, and guidelines must be documented, consistently followed, and enforced for the Service Level Management process.
• A Service Catalog shall be developed and maintained to list all of the services being provided by the Individual Business Unit, a summary of their characteristics and details of the Customers and maintainers of each.
• SLAs shall be established for services being provided by the Individual Business Unit.
• Underpinning Contracts and Operational Level Agreements (OLAs) must also be in place with those suppliers (external and internal) upon whom the delivery of service is dependent.
• Service Level Requirements must be developed for all Services implemented.
• The Services shall be monitored with Management Reports created monthly and reported to the full range of business and CD stakeholders.
• Service Improvement Procedures must be invoked when appropriate.

The Service Level Management Policies should be incorporated with the appropriate sections of the Service Catalog Policies.

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