Every company approaches Service Level Management (SLM) differently. There are some best practices to follow as a guide. This includes: detailing the services offered as well as what is not, to avoid misinterpretation and assumptions by either side; identifying performance indicators, including the definition and method of measuring, and a timeline of turnaround time as well as establishing accountability and escalation protocols, and negotiating costs/service tradeoffs.
SLM also ensures that everyone is on the same page to ensure that departments don’t have to fight over who is responsible for what. This is especially important when you’re working with external vendors. Documenting SLAs can help prevent miscommunications that can lead you to delay delivery dates bad metrics, and unhappy clients.
Additionally, SLM can help you keep agile by continually monitoring and reviewing your services and service levels. You can then make swift changes as needed.
It can also help improve the quality http://www.slm-info.org/2021/07/08/generated-post of your service, to ensure that you meet or even surpass your goal goals. For instance, you may want to increase the speed at which your site loads. However, after the point at which it is safe, users won’t notice any change and you won’t gain any benefit from this effort.
SLAs are often a big attraction for prospective customers, because they give an accurate picture of what their investment in your service will be. Having a team dedicated to SLM is a good idea because it means that their efforts won’t go overlooked or forgotten in the event that the contract has been signed.
