Each company approaches Service Level Management differently. There are a few standard best practices to use as a guide. These include: describing all services offered (including what’s excluded, so there is no room for confusion or assumptions made by either of the parties) and the identification of performance metrics; this includes the definition of measurements and measurement methods and the expected turnaround time as well as establishing the responsibilities, escalation processes as well as costs/service tradeoffs, and agreeing to dispute resolution procedures and indemnification provisions in the event there is a conflict.
SLM also ensures that everyone is on the same page, ensuring that departments don’t get into squabbles over who’s responsible for what. This is particularly important if you work with outside vendors. Documenting SLAs can help prevent confusion that could lead to miss delivery dates bad metrics, and unhappy clients.
Additionally, SLM can help you keep your business agile by reviewing and monitoring your services and service levels. It is then possible to make quick changes if necessary.
You can also enhance the quality of service to meet or exceed your expectations. You may, for instance would like to improve the speed of your website. However, if you go over certain levels, visitors won’t notice an improvement and you won’t gain any benefits from the effort.
SLAs are often a big attraction for potential customers, because they give a clear picture of what their investment in your service will be. A team dedicated to SLM is a good idea as it guarantees that their efforts won’t be overlooked or ignored, especially after a contract has been signed.