A process of managing service levels ensures that all IT services offered to customers meet agreed-upon levels of quality. It involves ensuring that Service Level Agreements (SLAs) are in place, are being followed and that the quality of service are monitored and reported on.
To achieve this, it http://www.slm-info.org is crucial to have the proper tools in place. Most often, the systems and processes that determine service levels are outsourced to third party companies. It is crucial to understand how to manage them within your own SLM process.
The first step to set up an SLM process is to identify the services that are most crucial for the company and to establish realistic metrics for success. This includes factors like efficiency, user base, and design considerations. It is important to carefully select the expertise in technology – a company specializing in a particular platform may be able to guarantee more efficient levels than a generalised service provider.
After the SLA targets are set, teams must create plans to keep them. This usually means implementing systems that monitor progress and alert teams immediately when there is a problem in meeting the goals.
In addition, a robust SLM process will have built-in continuous improvement processes. These processes will allow teams to learn and improve through the metrics they collect. For instance, if an NOC service is regularly missing its SLA for answering telephone calls within 30 seconds it should be able to pinpoint the reason for the reasons for this, and correct it.