What Are the Benefits of Service Level Management?

Each company takes a different approach to Service Level Management differently. There are a few standard best practices to follow as a reference. They include: describing all services provided (including what’s excluded, so there’s no chance of misinterpretation or assumptions by either of the parties) as well as specifying performance metrics; including a definition of the measurement standards and methods including expected turnaround times setting up accountability, escalation protocols and costs/service tradeoffs; and agreeing to dispute resolution processes and indemnification provisions in the event conflicts arise.

SLM also makes sure that everyone is on the same page to ensure that departments don’t get into a fight over who is accountable for what. This is especially crucial if you have external vendors. The process of capturing SLAs clearly can prevent miscommunication that can lead to delayed delivery dates, poorly performing metrics and unhappy customers.

SLM will also help you remain flexible by continuously monitoring and reviewing the quality of services and levels. It is then possible to make quick changes as needed.

You can also enhance the quality of service to achieve or surpass your expectations. For instance, you may want to increase the speed at which your website loads. But, once you’ve reached a certain threshold, users won’t notice any change therefore, you won’t gain any benefits from the effort.

SLAs can be an excellent way to attract new customers since they provide them with a clear idea of what their investment will be. A team dedicated to SLM is a good idea since it ensures that their efforts will not go overlooked or forgotten, especially after a contract has been signed.

Service Level Management

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