Service Management (SM) is the integrated approach to the management of ICT service requirements and levels. This work outlines the background, operation, and benefits of a variety of service agreements, and includes models for the design of a service catalogue and service agreement development.Many organizations are demanding increased quality levels from ICT service providers, often irrespective of whether these services are outsourced or supplied in-house. Service management (SM) is the integrated approach to the management of ICT service requirements and levels. This new publication outlines the background, operation and benefits of a variety of service agreements, and includes models for the design of a service catalogue and service agreement development.