Every business approaches Service Level Management (SLM) differently. However there are a few common best practices that should be used as a reference point. This includes: describing all services provided (including what’s not included, so that there’s no room for mistakes or assumptions made by either party); the identification of performance metrics; this includes a definition of measurements and measurement methods, including expected turnaround times; establishing accountability, escalation protocols and tradeoffs between costs and services; and agreeing to dispute resolution procedures and indemnification clauses in case there is a conflict.
SLM will also ensure that everyone is on the same page, so departments don’t get into squabbles regarding who’s accountable for what. This is especially important if you have external vendors. Documenting SLAs over here will help you avoid miscommunications that can lead you to delay delivery dates, poor metrics and unhappy clients.
SLM will also help you stay agile by continuously monitoring and reviewing the quality of services and levels. Then, you can make changes quickly if the need arises.
You can also enhance the quality of service to achieve or surpass your goals. For instance, you might, want to increase the speed of your website. It is possible that you will not see any improvement if you go beyond the limit.
SLAs are usually a major draw for potential customers because they give a clear picture of what their investment in your service will look like. Having a team dedicated to SLM can be a great idea as it guarantees that their efforts won’t be overlooked or ignored, especially after the contract has been signed.
Leave a Reply