Every business approaches Service Level Management (SLM) differently. There are a few standard best practices to follow as a guide. This includes: listing the services provided as well as what is not, to avoid misinterpretation and assumptions by either party; identifying performance metrics, with a definition and method of measurement, as well as the expected turnaround time; establishing responsibilities and escalation procedures, and negotiating tradeoffs between costs and services.
SLM also ensures that everyone is on one page to ensure that departments don’t get into a fight over who is accountable for what. This is particularly important if you are working with external vendors. Making sure you document SLAs clearly can help prevent miscommunication that can lead to late delivery dates, low-performing metrics, and unhappy customers.
SLM can also assist you to remain agile by continuously monitoring and reviewing the level of service and services. Then, you can make changes swiftly if you need to.
You can also improve the quality of service to meet or exceed your goals. You might, for example you want to improve the speed of your website. It is possible that you will not see any increase if you go above the threshold.
SLAs can be a fantastic way to attract potential customers as they provide an understanding of what their investment will be. Having a team dedicated to SLM is a good idea since it guarantees that their efforts won’t be overlooked or ignored, especially after the contract has been signed.
