Setting Up a Service Level Management Process

A service level management system will ensure that all IT services offered to customers are of agreed levels of quality. It also includes making sure that Service Level Agreements are in place and being followed, as well as measuring and reporting on the service levels, and continually striving to improve the quality of service offered over time.

To achieve this, it’s essential to have the right tools in place. Most often, the systems and processes that define service levels are outsourced to third parties. It is essential to understand how to manage them within your own SLM process.

The first step in setting up an SLM process is determining what services are crucial to the business and setting reasonable metrics for the success of the process. This includes factors such as effectiveness, user base and design factors. It is important to choose the right technology expertise – a company specializing in a specific platform may be able to provide more efficient levels than a generalised service provider.

Once the SLA targets are set, teams must create an action plan to ensure they are met. This usually involves putting in systems that track progress and alert the team automatically when there are problems in meeting the targets.

A strong SLM process also includes ongoing improvement processes. These processes will allow teams to learn and improve by analyzing the data they collect. For instance, if an NOC service is consistently not meeting its SLA for answering phone calls within 30 seconds, it should be possible to determine the reason for this, and then fix it.

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