A service level management system makes sure that all IT services provided to customers are of agreed standards of quality. It involves ensuring that Service Level Agreements (SLAs) are in place, are being adhered to and service levels are tracked and reported on.
In order to accomplish this, it’s crucial to have the appropriate tools in place. Ofttimes the systems and processes used to define service levels are contracted out to third-party companies. It is important to understand how to manage them within your own SLM process.
The first step in setting up an SLM process is to identify the services that are most crucial for the company and to establish acceptable measures of success. This will often include considering factors like efficiency of the user base, as well as design aspects. It is also important to choose the right technology expert – for example, a company that specialises in a particular platform may be able to commit to higher levels of performance than a more generalised service provider.
Once the SLA goals are established then teams need to devise plans to keep them. This will usually involve setting up systems that monitor progress, and automatically alert the team of issues with meeting targets.
A robust SLM process also incorporates continuous improvement processes. They will allow teams to gain insight from the metrics they collect, and then find ways to improve the processes that cause them problems. If, for instance, a NOC service consistently fails to meet its SLA of answering phone calls in 30 seconds, it’s possible to identify the root of the problem and fix it.
http://www.slm-info.org/2020/04/17/service-level-management-slm-benefits
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