Which ITIL process is responsible for ensuring that services perform as expected?

Service Level Management is the process responsible for ensuring that services perform as expected. This process focuses on negotiating Service Level Agreements (SLAs) with customers and ensuring that these agreements are met throughout the service lifecycle. Service Level Management plays a critical role in monitoring service performance by measuring key performance indicators (KPIs) and conducting regular reviews to assess whether services meet the agreed-upon levels of performance, availability, and reliability.

Through ongoing performance analysis and the management of service delivery, Service Level Management can identify potential issues or areas for improvement, ensuring that the services continue to align with business needs and expectations. This creates a proactive approach to service quality and ensures customer satisfaction by maintaining clear communication regarding service performance.

Change Management, Incident Management, and Release Management, while essential processes within ITIL, focus on different aspects. Change Management deals with the implementation of changes to reduce risk and disruption. Incident Management focuses on restoring normal service operation as quickly as possible after disruptions occur. Release Management manages the rollout of new or changed services to ensure that they are delivered efficiently and effectively. None of these processes are primarily responsible for the long-term assurance of service performance in the same way that Service Level Management is.