SLM benefits for facilities management
Service Level Management is the process by which services (and their service levels) are defined and negotiated. They are then delivered, reviewed, and evaluated.
It enables IT resources to be planned accurately, thereby limiting costs and achieving a more consistent customer experience. Furthermore, regular reporting and KPIs make it possible to react quickly to irregularities that may arise.
Establishing service level agreements and metrics is a fundamental part of SLM, with the goal of setting customer expectations that can be met. These can include everything from the time it takes to answer a ticket to the resolution of an issue.
The development of training materials, and their implementation is also essential to a strong SLM. This includes identifying requirements for training and testing staff members in order to ensure that they are retained.
SLM is also important in continuously monitoring performance, and adjusting service levels as needed to keep clients happy. SLM allows companies to constantly improve their offerings, and build trust in their clients.
SLM also focuses on improving customer service, which can lead both to increased revenue as well as value for the business. It is therefore imperative that the IT department and the business department constantly look for new ways to improve customer satisfaction.
Service level management is a complex and ongoing process, so it needs to be well-staffed and managed with rock-solid processes. It requires a group of specialists that can be trusted to identify problems and issues prior to them becoming critical. It’s essential to have the tools necessary for managing SLAs & OLAs. This includes alert workflows & system context.
