A process of managing service levels ensures that all IT services offered to customers meet agreed-upon standards of quality. It involves ensuring that Service level Agreements (SLAs) are in place, are being adhered to and service levels are tracked and reported.
To achieve this, it is essential to have the proper tools in place. Often, the processes and systems that define service levels are outsourced to third party companies. It is therefore crucial to know how best to manage them in the context of your own SLM processes.
The first step to setting up an SLM process is to determine the most essential services for the company and to establish reasonable measures of success. This includes factors like efficiency, user base and design aspects. It is also essential to choose the right technology expert For instance companies that specialize in a specific platform may be able to promise higher levels of performance than a more generalised service provider.
Once the SLA targets have been set teams must put a plan in place to ensure they are met. This usually involves putting in systems that monitor progress and alert the team automatically when there are problems in achieving targets.
A strong SLM process also includes ongoing improvement processes. These will enable teams to analyze the data they collect, and identify ways to improve the processes that cause them issues. If, for example, a NOC service consistently fails to meet its SLA of answering phone calls in 30 seconds, it’s possible to identify the root cause and correct it.
www.slm-info.org/2022/08/15/the-complete-package-for-business-software-a-review-of-data-rooms/