A process to manage service levels ensures that all IT services provided to customers comply with agreed-upon levels of quality. It is about making sure that Service Level Agreements are in place and being followed, as well as measuring and reporting on service levels, and continually striving to improve the quality of service offered over time.
It is vital to have the correct tools in place to achieve all of this. Most often the processes and systems used to define service levels are leased out to third party. It is therefore crucial to know how to manage them in the context of your own SLM processes.
The first step in setting up an SLM process is to identify the services that are most crucial for the business, and then establish reasonable measures of the success of the process. This will often include considering aspects like efficiency as well as user base and design aspects. It is important to carefully choose the right technology expertise – a company specializing in a particular platform may be able to commit to higher performance levels than a generalised service provider.
Once the SLA goals are established and the team has to develop an action plan to ensure they are met. This usually involves putting in systems that track the progress of the team and notify them automatically when there are issues with meeting targets.
In addition, a robust SLM procedure will include continuous improvement procedures. These will help teams to learn from the metrics they collect, and identify ways to improve the processes http://www.slm-info.org/2021/03/09/the-benefits-of-slm that cause them issues. For instance, if an NOC service is frequently not meeting its SLA for answering calls within 30 seconds It should be possible to pinpoint the reason for the reason for this, and then fix it.