Service Level Management (SLM)

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Across
  1. 2. SLM process involves creating, negotiating, and monitoring ________.
  2. 5. SLM aims to ensure services meet __________ expectations
  3. 7. Document describing service performance standards.
  4. 9. A key performance metric used to measure service quality.
  5. 10. This term describes fixing issues within agreed timeframes.
Down
  1. 1. A downtime event can cause a breach in this.
  2. 3. A team responsible for maintaining system uptime.
  3. 4. Report generated to show compliance with SLAs.
  4. 6. Agreement on services between a provider and a client
  5. 8. The process of improving services based on analysis.