Every business approaches Service Level Management differently. However there are some common best practices that should be used as a starting point. This includes providing a description of the services offered and what is not included to avoid misinterpretation and assumptions by either side; identifying performance metrics, which include a definition and method of measuring, and a timeline of turnaround time as well as establishing accountability and escalation protocols, and negotiating costs/service tradeoffs.
SLM also ensures that everyone is on one page so that departments don’t have to fight over who is accountable for what. This is particularly important if you’re working with outside vendors. Documenting SLAs can prevent errors that could lead to delay delivery dates, poor metrics and unhappy clients.
SLM can also assist you remain flexible by continuously monitoring and reviewing the level of service and services. It is then possible to make quick adjustments if needed.
You can also my blog enhance the quality of service to meet or exceed your expectations. You might, for example you want to improve the speed of your website. However, past a certain threshold, users won’t notice an improvement which means you won’t benefit from the effort.
SLAs can be a great method of attracting potential customers as they provide an understanding of what their investment will be. A dedicated team for SLM is a great idea as it ensures that their efforts aren’t neglected or lost after the contract has been signed.