Every company takes a different approach to Service Level Management differently. There are some common best practices to use as a guide. They include: describing all services offered (including the items that are not included, so there is no room for any misinterpretation or assumption by either party) and setting out performance metrics, including a definition of the measurement standards and methods and the expected turnaround time; establishing accountability, escalation protocols and costs/service tradeoffs; and agreeing to dispute resolution procedures and indemnification clauses if a conflict arises.
SLM also makes sure that everyone is on the same page, so that departments don’t get into a fight over who is responsible for what. This is particularly important when you are working with external vendors. Making sure you document SLAs clearly can help prevent the possibility of miscommunication, which could result in delays in delivery, poor performance metrics and unhappy customers.
SLM will also help you to remain agile by continuously monitoring and reviewing the quality of services and levels. Then, you can make changes quickly when the need arises.
It can also help improve the quality of your service so that you can reach or even exceed your goals. For instance, you could want to increase the speed at which your website loads. However, if you go over the point at which it is safe, users won’t notice an improvement, so you may not get any benefit from the effort.
SLAs can be an excellent method to draw in potential customers since they provide them with a clear idea of what their investment will be. A dedicated team for SLM is a great idea since it guarantees that their efforts aren’t ignored or forgotten after the contract has been signed.
