Every business approaches Service Level Management (SLM) differently. However, there are a few standard best practices that should be used as a starting point. This includes detailing the services offered as well as what is not, to avoid misinterpretation and assumptions by either side; identifying performance metrics, with a definition and method of measurement, as well as the expected turnaround time setting up responsibility and escalation procedures and negotiating service tradeoffs or costs.
SLM also ensures that everyone is on the same page so that departments don’t get involved in squabbles over who’s responsible for what. This is especially important if you work with outside vendors. Making sure you document SLAs clearly can help prevent miscommunication that can lead to delays in delivery, poor performance metrics, and unhappy customers.
SLM can also assist you to remain agile by continuously monitoring and evaluating the level of service and services. Then, you can make changes quickly if the need arises.
You can also improve the quality of the service to meet or exceed your expectations. For instance, you might you want to improve the speed of your website. But, once you’ve reached certain levels, visitors will not notice any improvement and you won’t gain any benefit from this effort.
SLAs can be a huge draw for potential customers, as they provide a clear picture of what their investment in your service will look like. A team dedicated to SLM can be a great idea as it guarantees that their efforts won’t be overlooked or discarded even after the contract has been signed.