ITIL Foundation Practice Exam 2025 – Complete Study Resource

The purpose of Service Level Management (SLM) is primarily to negotiate service level agreements (SLAs) between the service provider and the customer. This process is crucial as it defines the expectations for service delivery, including the quality and availability of services. By establishing clear SLAs, SLM ensures that both parties have a mutual understanding of their responsibilities and the performance metrics that will be used to measure success.

Negotiating SLAs involves discussing and agreeing on various service parameters, such as response times, the availability of services, and support mechanisms. This proactive approach helps to align the service provider's capabilities with the customer's needs, fostering a better working relationship and enhancing overall service satisfaction.

While monitoring network uptime, developing marketing strategies, and carrying out performance reviews may be related activities within IT organizations, they do not encompass the specific role of Service Level Management. Monitoring network uptime pertains more to operational management, marketing strategies focus on promoting services rather than managing them, and performance reviews are part of the evaluation process but do not specifically address the negotiation and management aspect of service levels. Hence, the focus of SLM on negotiating SLAs is what distinctly defines its purpose within ITIL practices.