Setting Up a Service Level Management Process

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http://www.slm-info.org/2021/03/09/the-benefits-of-slm/

A service level management system makes sure that all IT Services delivered to customers meet agreed upon standards of quality. It involves ensuring that Service level Agreements (SLAs) are in place, are being adhered to and service levels are monitored and reported on.

To do all of this, it is essential to have the proper tools in place. Often the processes and systems used to define service levels are contracted out to third party. It is therefore crucial to know how to manage them within the context of your own SLM processes.

The first step in setting up an SLM process is to determine what services are most important for the business and establish acceptable measures of success. This includes aspects like efficiency, user base, and design factors. It is also important to select your technology expertise with care For instance an organization that specializes in a particular platform may be able to commit to higher levels of performance than a more generalized service provider.

Once the SLA targets are set, teams must create plans to keep them. This typically involves creating systems to monitor progress and alert the team of issues in achieving goals.

A strong SLM process also includes continuous improvement processes. These will help teams to learn from the metrics they collect, and identify ways to improve the processes that cause them issues. For instance, if an NOC service is regularly missing its SLA for answering phone calls within 30 seconds it should be possible to identify the reasons for this, and then fix it.

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