A process to manage service levels ensures that all IT services offered to customers meet agreed-upon levels of quality. It involves ensuring Service Level Agreements (SLAs) are in place, that they are adhered to and service levels are monitored and reported on.
It is crucial to have the correct tools in place for all of this. Often the processes and systems used to define the service levels are subcontracted out to third parties. It is therefore vital to know how you can best manage them within the context of your own SLM processes.
The first step to set up an SLM process is identifying what services are crucial to the company and establishing a reasonable set of measures of the success of the process. This will often include considering aspects like efficiency, user base, and design considerations. It is crucial to choose the right technology expertise – a company specializing in a specific platform may be able to provide more efficient levels than a generalised service provider.
Once the SLA targets are set the teams need to create http://www.slm-info.org/2021/12/29/generated-post-3/ plans to keep them. This typically means implementing systems that monitor progress and alert teams automatically when there are issues in meeting the goals.
In addition, a solid SLM procedure will include continuous improvement processes. These processes will allow teams to learn and improve by analyzing the data they collect. For example, if a NOC service is often not able to meet its SLA for answering telephone calls within 30 seconds it should be able to determine the reason why this is happening and then fix it.