A process of managing service levels ensures that all IT services delivered to customers meet agreed-upon levels of quality. It involves ensuring that Service Level Agreements are in place and are being followed, as well as measuring and reporting on the service levels, and constantly striving to increase the quality of service over time.
In order to accomplish this, it is crucial to have the right tools in place. Most often the systems and processes used to determine service levels are leased out to third parties. It is important to know how to manage them within your own SLM process.
The first step to setting up an SLM process is to determine which services are essential for the business and set reasonable metrics for the success of the process. This usually involves taking into consideration factors like efficiency as well as user base and design considerations. It is also crucial to choose the http://www.slm-info.org right technology expert – for example a company that is specialised in a specific platform may be able of committing to higher levels of performance than a generalised service provider.
After the SLA targets are set and the team has to develop a plan to maintain them. This usually involves creating systems that track progress and alert the team when there are issues with meeting goals.
Additionally, a well-designed SLM process will include continuous improvement processes. This will help teams analyze the data they collect, and identify ways of improving the processes that cause problems. For instance, if an NOC service repeatedly fails to meet its SLA of answering calls within 30 seconds, it’s possible to identify the root of the problem and fix it.