Setting Up a Service Level Management Process

A service level management program ensures that all IT Services provided to customers meet agreed upon standards of quality. It involves making sure that Service Level Agreements are in place and being followed, as well as measuring and reporting on service levels, and constantly striving to improve service levels over time.

To achieve this, it’s crucial to have the necessary tools in place. The processes and systems that define service levels are outsourced to third-party firms. It is essential to understand how to manage them within your own SLM process.

The first step in setting up an SLM process is to determine the essential services to the company, and establishing reasonable metrics for success. This usually involves taking into consideration factors such as efficiency of the user base, as well as design aspects. It is also essential to select the right expertise in technology – for example, a company that specialises in a particular platform might be able to promise higher levels of performance than a more generalised service provider.

Once the SLA goals are established then teams need to devise plans to keep them. This will usually involve the establishment of systems that can track progress, and automatically alert the team of issues with meeting goals.

Additionally, a well-designed SLM process will include continuous improvement processes. These processes will allow teams to learn and improve from the metrics that they collect. For instance, if a NOC service consistently fails to meet its SLA of answering phone calls in 30 seconds, then it is possible to pinpoint the root of the problem and fix it.

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