Every company approaches Service Level Management (SLM) differently. There are a few standard best practices to follow as a reference. This includes: providing a description of the services offered as well as what is not in order to avoid misinterpretation or assumptions made by either party; identifying performance metrics, with a definition of the term and method of measurement, including expected turnaround time setting up the responsibilities and escalation processes, and negotiating tradeoffs between costs and services.
SLM helps ensure that everyone is on the same page, which means departments don’t get into squabbles regarding who’s accountable for what. This is especially crucial if you work with vendors outside of your organization. Documenting SLAs clearly can help prevent any http://www.slm-info.org/2020/05/07/what-is-slm/ miscommunication that could lead to missed delivery dates, underperforming metrics, and unhappy customers.
SLM will also help you stay agile by constantly monitoring and reviewing the services and service levels. You can then make rapid adjustments as needed.
You can also enhance the quality of your service to achieve or surpass your goals. For instance, you may want to increase the speed at which your website loads. There may not be any increase if you go above the limit.
SLAs are often a major attraction for potential customers, because they give an accurate picture of what their investment in your service will be. The presence of a team that is committed to SLM is a good idea since it ensures that their efforts won’t be overlooked or ignored particularly after the contract has been signed.