Every company approaches Service Level Management (SLM) differently. There are some standard best practices to follow as a reference. These include: describing the more information services offered (including the items that are not included, so there’s no chance of mistakes or assumptions made by either party) in the identification of performance metrics; this includes a definition of the measurement standards and methods, including expected turnaround times and establishing responsibility, escalation procedures, and costs/service tradeoffs; and agreeing to dispute resolution processes and indemnification clauses in the event that the need for conflict arises.
SLM helps ensure that everyone is on the same page, so departments don’t get involved in squabbles about who’s responsible for what. This is particularly important if you’re working with outside vendors. Writing down SLAs clearly can avoid miscommunication that can lead to delayed delivery dates, poorly performing metrics and unhappy customers.
In addition, SLM can help you remain agile by continuously reviewing and monitoring your service levels and services. You can then make rapid adjustments if needed.
You can also enhance the quality of service to achieve or surpass your goals. For instance, you may wish to boost the speed at which your website loads. You may not see any improvements if you go over the limit.
SLAs are a great way to attract potential customers as they provide an idea of what their investment will look like. A team dedicated to SLM can be a great idea since it ensures that their efforts won’t be ignored or neglected, especially after a contract has been signed.