Setting Up a Service Level Management Process

A service level management program ensures that all IT services offered to customers meet agreed-upon standards of quality. It is about ensuring that Service Level Agreements (SLAs) are in place, are being fulfilled and that service levels are tracked and reported on.

It is crucial to have the correct tools in place to achieve all of this. A lot of the systems and processes that determine service levels are outsourced to third-party firms. It is important to know how to manage them within your own SLM process.

The first step in setting up an SLM process is to identify which services are essential for the business and set appropriate metrics for success. This will include aspects like effectiveness, user base and design factors. It is important to choose the expertise in technology you require that a company that is specialized in a specific platform may be able commit to higher levels of performance than a generalised service provider.

After useful site the SLA goals have been established teams must create a plan to uphold them. This usually involves putting in systems that track the progress of the team and notify them automatically when there are problems with meeting goals.

In addition, a solid SLM procedure will include continuous improvement processes. This will help teams take the information they collect, and find ways of improving the processes that are causing problems. For instance, if an NOC service is often not able to meet its SLA for answering telephone calls within 30 seconds It should be possible to figure out the reasons for this, and then fix it.