Which process is responsible for monitoring service levels and holding reviews with customers?

The process that is responsible for monitoring service levels and conducting reviews with customers is Service Level Management. This process specifically focuses on defining, documenting, and managing service level agreements (SLAs) to ensure that the agreed-upon service levels are met consistently. It involves regular reviews with customers to assess the service performance and ensure that it aligns with the expectations set forth in the SLAs.

Service Level Management not only tracks performance metrics but also plays a critical role in identifying areas for improvement and facilitating communication between service providers and customers. This ongoing relationship helps in maintaining customer satisfaction and drives operational improvements.

While other processes contribute to overall service management, they do not specifically manage service levels in the same comprehensive manner. Service Operation focuses on the day-to-day management of services, Service Design involves the planning and design of services before they go live, and Service Transition deals with changes and deployments of new or modified services. Each of these processes supports the overall framework but does not have the dedicated focus on monitoring and reviewing service levels that is the hallmark of Service Level Management.