What Are the Benefits of Service Level Management?

Each company approaches Service Level Management differently. There are a few standard best practices to use as a reference. This includes: describing all services offered (including what’s not included, so that there’s no chance of mistakes or assumptions made by either of the parties) and identifying performance metrics; including the definition of measurement standards and methods including expected turnaround times and establishing responsibilities, escalation procedures and cost/service tradeoffs; and agreeing to dispute resolution procedures and indemnification clauses in case conflicts arise.

SLM will also ensure that everyone is on the same page, which means departments don’t get into squabbles over who’s responsible for what. This is particularly important if you’re working with external vendors. The process of capturing SLAs clearly will help avoid any miscommunication that could lead to late delivery dates, low-performing metrics, and unhappy customers.

SLM will also help you stay flexible by constantly monitoring and reviewing the level of service and services. You can make adjustments promptly if the need arises.

You can also enhance the quality of service to achieve or surpass your expectations. For example, you might like to improve the speed at which http://www.slm-info.org/2020/05/07/what-is-slm/ your site loads. However, if you go over an amount of time, users will not notice any improvement, so you may not gain any benefits from the effort.

SLAs are usually a major attraction for prospective customers, because they present an exact picture of what their investment in your service will look like. A dedicated team for SLM is a good idea, as it ensures that their efforts will not be ignored or forgotten after the contract is signed.