Each company approaches Service Level Management differently. However, there are a few guidelines that can be used as a starting point. This includes: providing a description of the services offered and what is not included from the service, to avoid misinterpretation of assumptions made by either party; identifying performance indicators, including a definition and method of measurement, which includes the expected turnaround time setting up the responsibilities and escalation processes, and negotiating costs/service tradeoffs.
SLM ensures that everyone is over here on the same team so that departments don’t fight over who is accountable for what. This is especially important if you work with vendors outside of your organization. Documenting SLAs can help avoid miscommunications that can lead you to delay delivery dates bad metrics, and unhappy customers.
Additionally, SLM can help you remain agile by continuously checking and evaluating your service and levels. You can make adjustments swiftly if you need to.
It can also help you improve the quality of your service so that you can reach or even exceed your goals. For example, you might wish to boost the speed at which your website loads. There may not be any improvement if you exceed the threshold.
SLAs can be a great method to draw in potential customers as they give them a clear idea of what their investment will be. A dedicated team for SLM is a good idea, as it ensures that their efforts will not be ignored or forgotten after the contract is signed.