Every business uses Service Level Management (SLM) differently. However there are some guidelines that can be considered as a basis for starting. This includes: providing a description of the services offered and what is not included from the service, to avoid misinterpretation of assumptions made by either party identifying performance indicators, including the definition and method of measuring, and a timeline of turnaround time; establishing accountability and escalation protocols, and negotiating the tradeoffs between service costs and costs.
SLM will also ensure that everyone is on the same page, so departments don’t get caught up in squabbles about who’s responsible for what. This is particularly important if you’re working with external vendors. Documenting SLAs will help you avoid confusion that could lead to miss delivery dates, poor metrics and unhappy customers.
SLM will also help you remain flexible by constantly monitoring and reviewing the services and service levels. It is then possible to make quick changes as needed.
It could also help you improve the quality of your service so that you can reach or even exceed your desired goals. For example, you might wish to boost the speed at which your site loads. However, after a certain threshold, users won’t notice an improvement therefore, you won’t get any benefit from the effort.
SLAs can be a fantastic method of attracting potential customers since they provide them with an idea of what their investment will be. A team dedicated to SLM is a good idea since it ensures that their efforts will not go overlooked or forgotten particularly after a contract has been signed.