A service level management system will ensure http://www.slm-info.org/2021/07/12/generated-post-2/ that all IT services offered to customers are of agreed levels of quality. It includes making sure that Service Level Agreements are in place and being fulfilled, assessing and reporting on the service levels, and continuously striving to improve service levels over time.
It is essential to have the right tools in place to accomplish all of this. Most often, the systems and processes that determine service levels are outsourced to third party companies. Therefore, it is essential to know how you can best manage them within the context of your own SLM processes.
The first step in setting up an SLM process is to identify which services are essential for the business and set acceptable metrics for success. This includes aspects like efficiency, user base and design aspects. It is important to carefully choose the technology expertise of a company that is focused on a particular platform may be able commit to greater performance than general service providers.
Once the SLA goals are established the teams need to create a plan to maintain them. This will usually involve setting up systems that track progress and alert the team of issues in achieving targets.
A strong SLM process also includes continuous improvement processes. They will allow teams to take the information they collect, and identify ways of improving the processes that are causing them problems. For instance, if an NOC service is often not able to meet its SLA for answering telephone calls within 30 seconds It should be possible to figure out the reason for this, and correct it.
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