Setting Up a Service Level Management Process

A process to manage service levels ensures that all IT services offered to customers meet agreed-upon standards of quality. It involves ensuring Service Level Agreements (SLAs) are in place, are being followed and that the quality of service are tracked and reported on.

It is vital to have the right tools in place to accomplish all of this. Oft the processes and systems used to determine service levels are leased out to third party. It is therefore essential to know how to manage them in the context of your own SLM processes.

The first step in setting up an SLM process is to identify the most essential services for the business and set realistic measures of success. This is usually a matter of considering factors such as efficiency click here to read as well as user base and design considerations. It is also essential to choose technology expertise carefully For instance a company that is specialised in a specific platform may be able to guarantee higher levels of performance than a generalized service provider.

After the SLA targets are set, teams must create an action plan to meet them. This usually means implementing systems that track progress and alert teams automatically when there are issues in meeting the goals.

Additionally, a well-designed SLM process will include continuous improvement processes. These processes will enable teams to learn and improve by analyzing the data they track. If, for instance a NOC service repeatedly fails to meet its SLA of answering telephone calls in 30 seconds, then it’s possible to identify the reason and fix it.