Every company takes a different approach to Service Level Management differently. There are some common best practices to follow as a guide. These include: describing all services offered (including what’s excluded, so there is no room for any misinterpretation or assumption by either of http://www.slm-info.org/2021/12/29/generated-post-4/ the parties); specifying performance metrics; including the definition of measurements and measurement methods and the expected turnaround time setting up accountability, escalation protocols as well as costs/service tradeoffs, and agreeing to dispute resolution procedures and indemnification provisions in the event there is a conflict.
SLM ensures that everyone is on the same team so that departments don’t get into a fight over who is accountable for what. This is especially important if you’re working with external vendors. Making sure you document SLAs clearly will help avoid the possibility of miscommunication, which could result in late delivery dates, low-performing metrics, and unhappy customers.
Additionally, SLM can help you keep agile by continually reviewing and evaluating your services and service levels. You can then make rapid changes if necessary.
It can also help improve the quality of your service so you can meet or even exceed your desired goals. For instance, you could want to increase the speed at which your website loads. You may not see any improvements if you go over the threshold.
SLAs are a great method of attracting potential customers as they give them a clear idea of what their investment will look like. The presence of a team that is committed to SLM can be a great idea because it means that their efforts won’t be overlooked or ignored even after the contract has been signed.