Every business approaches Service Level Management (SLM) differently. There are some common best practices that can be used as a reference. This includes: describing all services offered (including what’s not included, so that there’s no room for confusion or assumptions made by either one of the parties) as well as specifying performance metrics; including a definition of measurements and measurement methods, including expected turnaround times setting up the responsibilities, escalation processes and cost/service tradeoffs; and agreeing to dispute resolution procedures and indemnification clauses if the need for conflict arises.
SLM also ensures that everyone is on the same page, which means departments don’t get caught up in squabbles about who is responsible for what. This is especially important when you work with external vendors. Documenting SLAs will help you avoid mistakes that could lead to delay delivery dates bad metrics, and unhappy clients.
Additionally, SLM can help you remain agile by continuously reviewing and evaluating your service and levels. You can then make quick adjustments as needed.
You can also improve the quality of your service to achieve or surpass your expectations. For instance, you might would like to improve the speed of your website. There may not be any improvement if you go beyond an amount.
SLAs are usually a major attraction for potential customers, because they present an exact picture of what their investment in your service will be. A dedicated team for SLM is a great idea since it guarantees that their efforts are not overlooked or forgotten after read here an agreement is signed.
