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Service Level Management (SLM)
Service Level Agreement Management helps the organization increase employee satisfaction with IT services. When an incident or request for change is logged, the employee provides information that is used to verify entitlement to service. Based on this information, an entitlement is associated with the employee. The entitlement specifies a date and time commitment for closing the service request. For more information on setting up Service Level Agreements, see Siebel Field Service Guide.