Unlike SLA, it is an agreement within the organization. It is between service provider and the customer. It is an agreed document assuring the warranty with regard to the level of service quality delivered by the service provider. SLM deals with following two kinds of agreements − Service Level Agreement (SLA) Service Level Manager is the process owner of this process. Service Level Management (SLM) deals with negotiating, agreeing and documenting existing services with some level of policies. This chapter talks in detail about various aspects related to service level management. Service Assets and Configuration Management.