Information technology is very important in providing operational support for companies, information technology has become the backbone in the face of competition in the business world. For maximum achievement of IT services requires a planning, implementation, monitoring, supported by evaluation of the maximum. So that problems occur can be addressed quickly. The reliability of the company in the management of information technology affects the quality of IT services in the enterprise, one of which can be measured using a Service Level Agreement. The measurement results that have been done with the frame work Information Technology Infrastructure Library which is of ITSM best practices will be used as a planning strategy of operational activities ahead of its information technology division to achieve its Service Level Agreement. In this research is to see how far the management maturity level measurement PT AIA Financial problems make it look ongoing IT management with the conditions that will come to know whether there is a gap of Service Level Agreement in the IT division Operation and Service. The research data is the data report of the company in January - March 2016. The analytical methods used are quantitative methods. The results of the research show that with the improvement of the management problems then help the company achieve SLA originally from level 2 to level 3 so that the quality of IT service companies increased

Keywords : Service Level Agreement, the Information Technology Infrastructure Library Problem Management, IT Service Management.