Service Level Management, or SLM, is a way to ensure that services and service levels are defined, negotiated delivered and reviewed.
It allows IT resource planning to be accurate, thereby reducing costs and achieving more consistency in customer experience. Regular reporting and KPIs also allow for rapid reaction to any irregularities.
SLM begins with the establishment of service level agreement and metrics. The goal is to set customer expectations that are realistic. These can range from the amount of time it takes to respond to a ticket, through to the resolution of the issue.
Developing training materials and implementing them is also crucial to a strong SLM culture. This includes identifying staff training requirements and testing them 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 vital that both IT and the Business departments continually strive to find ways to increase customer happiness.
It is important to have a team of specialists who can be trusted to catch problems and issues before they become critical. It is important to have a team of experts who can be trusted and who can identify problems before they become critical. It’s essential to have the tools necessary for managing SLAs & OLAs. This includes alert workflows & system context.
