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Every business takes on Service Level Management (SLM) differently. However, there are a few guidelines that can be considered as a base. This includes listing the services provided and what is not included from the service, to avoid misinterpretation of assumptions made by either party; identifying performance metrics, with a definition and method for measuring, and a timeline of turnaround time setting up responsibilities and escalation procedures, and negotiating tradeoffs between costs and services.
SLM will also ensure that everyone is on the same page so that departments don’t get involved in squabbles regarding who’s accountable for what. This is particularly important if you’re working with external vendors. Documenting SLAs will help you avoid errors that could lead to miss delivery dates, poor metrics http://www.slm-info.org/2020/05/07/what-is-slm/ and unhappy customers.
SLM will also help you stay flexible by monitoring and reviewing the quality of services and levels. You can then make quick changes if necessary.
It will also help you improve the quality of your service so you can meet or even exceed your goals. For instance, you could be looking to improve the speed at which your website loads. You might not see any increase if you go above a certain threshold.
SLAs can be a huge draw for potential customers because they present a clear picture of what their investment in your service will look like. A dedicated team for SLM is a great idea, as it ensures that their efforts are not overlooked or lost once an agreement is signed.