Service Level Management, or SLM, is a way to ensure that services and service levels are defined, negotiated delivered and reviewed.
It allows IT resources be planned accurately. This reduces costs and creates a consistent customer experience. Regular reporting and KPIs allow for quick reaction to any irregularities.
SLM is fundamentally based on service level agreements, metrics and the setting of customer expectations. These can range from how long it takes to resolve an issue to the time taken to respond to a customer ticket.
A strong SLM culture is also dependent on the development and implementation of training materials. This includes identifying and testing staff to ensure retention.
SLM also includes continuously monitoring performance and adjusting the service level to keep customers satisfied. It allows a company to continually improve and build trust among their clients. This is key for winning new business.
SLM also includes improving customer satisfaction as it can increase revenue and value. It is important that both the IT department and business departments are constantly looking for new ways of increasing customer satisfaction.
Service level is top article a complex, ongoing process that requires a strong team of professionals and a set of solid processes. It requires a group of specialists that can be trusted to identify problems and issues prior to them becoming critical. It’s also essential to have the right tools for managing SLAs and OLAs, such as alert workflows, system context, and more.