Every company approaches Service Level Management differently. However there are a few common best practices that should be used as a basis for starting. This includes listing the services provided and defining what is excluded, to avoid misinterpretation and assumptions by either party; identifying performance metrics, with a definition and method for measurement, including expected http://www.slm-info.org/2021/07/12/generated-post-2/ turnaround time; establishing the responsibilities and escalation processes, and negotiating tradeoffs between costs and services.
SLM also ensures that everyone is on the same page, ensuring that departments don’t get involved in squabbles about who’s responsible for what. This is particularly important if you have external vendors. Documenting SLAs can help prevent miscommunications that can lead you to delay delivery dates, poor metrics and unhappy clients.
SLM can also assist you remain flexible by continuously monitoring and evaluating the service levels and services. You can then make swift changes as needed.
It can also help improve the quality of your service, so you can meet or even exceed your goals. For instance, you might would like to improve the speed of your website. It is possible that you will not see any improvements if you go over the limit.
SLAs are usually a major draw for potential customers, since they provide an exact picture of what their investment in your service will be. Having a team dedicated to SLM is a good idea as it guarantees that their efforts won’t be overlooked or ignored particularly after a contract has been signed.