Every business takes on Service Level Management (SLM) differently. However there are a few guidelines that can be used as a basis for starting. This includes describing the services provided as well as what is not from the service, to avoid misinterpretation of assumptions by either party; identifying performance metrics, including a definition and method for measurement, including expected turnaround time as well as establishing responsibilities and escalation procedures, and negotiating the tradeoffs between service costs and costs.
SLM will also ensure that everyone is on the same page, which means departments don’t get involved in squabbles over who’s responsible for what. This is particularly important if you work with external vendors. Documenting SLAs can prevent mistakes that could lead to delays in delivery bad metrics, and unhappy customers.
SLM will also help you stay flexible by monitoring and reviewing the level of service and services. You can then make quick changes if necessary.
You can also improve the quality of service to meet or exceed your expectations. For instance, you may want to increase the speed at which your website loads. However, if you go over a certain threshold, users won’t notice any change which means you won’t get any benefit from the effort.
SLAs are often a big draw for potential customers since they provide an accurate picture of what their investment in your service will look like. A dedicated team for SLM is a good idea since it guarantees that their efforts are not ignored or forgotten after an agreement is signed.