Each business approaches Service Level Management differently. However, there are a few general best practices that should be used as a reference point. This includes: detailing the services offered as well as what is not from the service, to avoid misinterpretation of assumptions by either party; identifying performance metrics, which include a definition and method for measuring, and a timeline of turnaround time setting up accountability and escalation protocols, and negotiating costs/service tradeoffs.
SLM also makes sure that everyone is on the same team so that departments don’t have to fight over who is accountable for what. This is especially important when you’re working with external vendors. The process of capturing SLAs clearly can prevent the possibility of miscommunication, which could result in missed delivery dates, underperforming metrics, and unhappy customers.
SLM will also help you remain flexible by continuously monitoring and evaluating the services and service levels. It is then possible to make quick adjustments if needed.
It can also help improve the quality of your service, so you can meet or even exceed your goals. For instance, you may like to improve the speed at which your website loads. There may not be any http://www.slm-info.org/2021/07/08/generated-post/ improvement if you exceed the threshold.
SLAs are often a big attraction for potential customers, because they give an overview of what their investment in your service will be. A team that is dedicated to SLM can be a great idea since it ensures that their efforts will not be overlooked or discarded, especially after the contract has been signed.