Every company takes on Service Level Management (SLM) differently. However there are a few general best practices that should be used as a starting point. This includes detailing the services offered and defining what is excluded in order to avoid misinterpretation or assumptions made by either party identifying performance metrics, with a definition of the term and method of measurement, which includes the expected turnaround time in establishing accountability and escalation protocols, and negotiating costs/service tradeoffs.
SLM also ensures that everyone is on the same page to ensure that departments don’t fight over who is responsible for what. This is especially crucial if you have external vendors. Documenting SLAs clearly can prevent miscommunication that can lead to delayed delivery dates, poorly performing metrics, and unhappy customers.
Additionally, SLM can help you keep your business agile by reviewing and evaluating your service and levels. You can then make changes quickly when the need arises.
It could also help you improve the quality of your service so that you can meet or even exceed your target goals. For example, you might wish to boost the speed at which your website loads. But, once you’ve reached an amount of time, users won’t notice an improvement, so you may not gain any benefit from this effort.
SLAs are a great way to attract new customers because they provide them with a clear idea of what their investment will look like. The presence of a team that is committed to SLM is a good idea because it means that their efforts will not go overlooked or forgotten, especially after the contract has been signed.