Every company approaches Service Level Management (SLM) differently. There are some standard best practices to follow as a reference. These include: describing the services provided (including what’s not included, so that there is no room for misinterpretation or assumptions by either one of the parties) as well as specifying performance metrics; including a definition of the measurement standards and methods and the expected turnaround time; establishing the responsibilities, escalation processes and tradeoffs between costs and services; and agreeing to dispute resolution processes and indemnification clauses in the event that conflicts arise.
SLM ensures that everyone is on one page so that departments don’t fight over who is accountable for what. This is especially important when you are working with external vendors. Documenting SLAs clearly will help avoid the possibility of miscommunication, which could result in missed delivery dates, underperforming metrics, and unhappy customers.
SLM will also you can try these out help you stay flexible by constantly monitoring and reviewing the services and service levels. You can then make rapid adjustments as needed.
You can also enhance the quality of service to meet or exceed your goals. For instance, you may be looking to improve the speed at which your website loads. You might not see any improvements if you go over an amount.
SLAs can be an excellent method of attracting potential customers as they provide an idea of what their investment will look like. A dedicated team for SLM is a good idea as it ensures that their efforts will not be overlooked or forgotten after a contract is signed.
