Every company takes on Service Level Management (SLM) differently. There are some standard best practices to use as a guide. This includes: describing all services offered (including the items that are not included, so there’s no room for mistakes or assumptions made by either of the parties); identifying performance metrics; including the definition of measurement standards and methods and the expected turnaround time; establishing responsibility, escalation procedures, and costs/service tradeoffs; and agreeing to dispute resolution processes and indemnification clauses if conflicts arise.
SLM will also ensure that everyone is on the same page so that departments don’t have to fight about who is responsible for what. This is especially crucial if you work with vendors outside of your organization. Documenting SLAs can help prevent errors that could lead to delays in delivery bad metrics, and unhappy customers.
SLM can also assist you stay agile by monitoring and reviewing the service levels and services. It is then possible to make changes quickly if the need arises.
It can also help improve the quality of your service, to ensure that you meet or even surpass your goal goals. For instance, you might you want to improve the speed of your website. You might not see any improvements if you go over an amount.
SLAs are usually a major attraction for potential customers, since they provide an exact picture of what their investment in http://www.slm-info.org/2021/03/09/the-benefits-of-slm/ your service will be. A dedicated team for SLM is a great idea, as it ensures that their efforts are not overlooked or lost once the contract is signed.
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