A service level management process ensures that all IT services provided to customers are in accordance with agreed-upon levels of quality. It is about ensuring that Service Level Agreements (SLAs) are in place, are being followed and that the quality of service are measured and reported on.
To achieve this, it’s essential to have the right tools in place. Oft the processes and systems used to determine service levels are leased out to third-party companies. It is therefore essential to know how best to manage them in the context of your own SLM processes.
The first step in setting up a SLM procedure is to identify the essential services to the business and establishing a reasonable set of measures of success. This typically involves analyzing factors such as efficiency as well as user base and design aspects. It is essential to choose the right technology expertise and a firm that specializes in specific platforms may be able commit to higher levels of performance than general service providers.
Once the SLA goals are established and the team has to develop a plan to http://www.slm-info.org/2020/05/07/what-is-slm maintain them. This typically means implementing systems that track progress and notify the team immediately when there is a problem in achieving targets.
Additionally, a well-designed SLM procedure will include continuous improvement procedures. These will help teams to take the information they collect, and find ways to improve the processes that cause problems. If, for instance an NOC service fails to meet its SLA of answering telephone calls in 30 seconds, then it’s likely to be possible to determine the root of the problem and fix it.