JHS 212 Service level management for ICT services (SLM)
The aim of this recommendation is to define terminology, process steps and performance indicators for service level management for central ICT services in public administration. The recommendation also covers customer satisfaction measuring and principles for sanctioning ICT service providers. The aim is to unify the performance indicators for ICT services in order to improve their interoperability. This recommendation replaces the recommendation JHS 174 Service level classification for ICT services.