Every business approaches Service Level Management differently. There are some best practices that can be used as a guide. These include: describing all services provided (including what’s excluded, so there’s no room for mistakes or assumptions made by either side) in specifying performance metrics; including the definition of click now measurement standards and methods as well as expected turnaround times; establishing responsibilities, escalation procedures and cost/service tradeoffs; and agreeing to dispute resolution procedures and indemnification clauses in the event that conflicts arise.
SLM also ensures that everyone is on the same team so that departments don’t have to fight over who is responsible for what. This is particularly important when you’re working with external vendors. Writing down SLAs clearly will help avoid confusion that could lead to delays in delivery, poor performance metrics and unhappy customers.
SLM can also assist you stay agile by constantly monitoring and reviewing the services and service levels. It is then possible to make quick adjustments as needed.
It could also help you improve the quality of your service so that you can reach or even exceed your target goals. You may, for instance you want to improve the speed of your website. It is possible that you will not see any increase if you go above the limit.
SLAs are often a major attraction for prospective customers, as they provide an exact picture of what their investment in your service will be. A team dedicated to SLM is a good idea because it means that their efforts won’t be overlooked or ignored in the event that the contract has been signed.