The purveyor of service and the bailor beforehand at the time of services which begin IT service, level of service, "monitoring " "reporting" "review (check)"the stationary process such as "improvement" (PDCA cycle) turning in order agrees explicitly,to achievethat, it is the management activity which assures the maintenance or continuous quality improvement of service level.

Between the purveyor of service and the bailor, agreeing with the contents of service and the level for quality as clear (or the document)you callSLA, but with the IT service which connects directly to business change of business environment and the technical development of IT are extreme, "correspondence to change" is seriously considered.

Then in order for "continuous improvement" to be done, always doing the monitoring of IT service, you analyze, you rewrite SLA as a result according to, take a second look process and/or with the fact that the activity which was said is continued is SLM.

The best practice of service management IT was collected,long-termplan and improvement of system operation control were recorded at, with the one "of ITIL " "service delivery", it handles SLM as core process.