Service Level Management (SLM), is a process that ensures services (and, therefore, service levels), are defined, negotiated and delivered.
It allows IT resources be planned accurately. This reduces costs and creates a consistent customer experience. Regular reporting, as well as KPIs, allow you to react quickly in the event of any irregularities.
Establishing service level agreements and metrics is a fundamental part of SLM, with the goal of setting customer expectations that http://www.slm-info.org can be met. These can range from the amount of time it takes to respond to a ticket, through to the resolution of the issue.
It is also important to develop and implement training materials in order to create a strong SLM Culture. This includes identifying and testing staff to ensure retention.
SLM involves continuously monitoring performance to ensure customer satisfaction. SLM allows the company to continuously improve their offerings and build a relationship of trust with their customers – an important component in winning new business.
SLM is also important in improving customer satisfaction, as this can lead to an increase in revenue and value. It is important that both the IT department and business departments are constantly looking for new ways of increasing customer satisfaction.
Service level management is a complex and ongoing process, so it needs to be well-staffed and managed with rock-solid processes. It requires a group of specialists that can be trusted to identify problems and issues prior to them becoming critical. It’s essential to have the tools necessary for managing SLAs & OLAs. This includes alert workflows & system context.