Each company takes a different approach to Service Level Management differently. However there are a few standard best practices that should be considered as a starting point. This includes: providing a description of the services offered, including what is excluded from the service, to avoid misinterpretation of assumptions by either party; identifying performance indicators, including a definition of the term and method of measuring, and a timeline of turnaround time in establishing responsibility and escalation procedures and negotiating service tradeoffs or costs.
SLM also ensures that everyone is on the same page, so departments don’t get involved in squabbles about who’s responsible for what. This is especially important when you’re working with outside vendors. The process of capturing SLAs clearly can avoid the possibility of miscommunication, which could result in late delivery dates, low-performing metrics, and unhappy customers.
SLM will also help you stay agile by continuously monitoring and reviewing the level of service and services. Then, you can make changes quickly when the need arises.
It can also help improve the quality of your service so that you can reach or even exceed your desired goals. For instance, you may like to improve the speed at which your site loads. However, if you go over certain levels, visitors won’t notice an improvement therefore, you won’t gain any benefit from this effort.
SLAs can be a huge draw for potential customers because they give a clear picture of what their investment in your service will look like. A dedicated team for SLM is a good idea, since it will ensure that their efforts http://www.slm-info.org/2020/04/17/service-level-management-slm-benefits/ are not overlooked or lost once the contract has been signed.