Learn in the textbookFoundations of Service Management and Service Level Agreements
DefinitionService level management (サービスレベル管理) is the process in which the provider and users agree on the quality level a service should deliver, then measure how well it is met to maintain and raise it.
ExplanationThe agreed level is written into an SLA (service level agreement) as targets that can be measured in numbers, such as availability or response time. Once operation begins, results are measured regularly and fed into the next round of adjustments. Repeating this cycle keeps the agreed quality in place while gradually raising it.
AnalogyThink of a rail company that sets an on-time target, tallies delays every month, and then reworks the timetable or equipment on the sections with the most delays.