05 Jun Setting Up a Service Level Management Process
http://www.slm-info.org/2020/04/17/service-level-management-slm-benefits/
A service level management system ensures that all IT Services provided to customers meet agreed-upon levels of quality. It includes making sure that Service Level Agreements are in place and are being met, measuring and reporting on the service levels, and continuously working to improve the quality of service offered over time.
To achieve this, it is crucial to have the proper tools in place. Ofttimes, the systems and processes used to determine service levels are contracted out to third party. It is therefore essential to know how to manage them within the context of your own SLM processes.
The first step in setting up a SLM procedure is to identify what services are crucial to the company and setting reasonable metrics for success. This will include aspects like effectiveness, user base and design considerations. It is crucial to choose the expertise in technology you require of a company that is focused on a specific platform may be able to provide higher levels of performance than general service providers.
Once the SLA targets are set and the team has to develop an action plan to meet them. This usually means implementing systems that track progress and alert the team immediately when there is a problem in achieving targets.
A solid SLM procedure also includes continual improvement processes. These processes will allow teams to improve and learn by analyzing the data they track. For example, if a NOC service is consistently not meeting its SLA to answer phone calls within 30 seconds, it should be possible to identify why this is happening, and then fix it.
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