The Importance of Service Level Management (SLM)

A sound process for managing service level management will ensure that customer satisfaction is at the forefront of all decisions across departments. By defining decisions in terms of their impact on the users, you’ll ensure that everyone is on the same page. It will also ensure that customer satisfaction is a priority over other goals of business.

SLM is a powerful framework that allows teams to create a precise picture of the quality of service they provide and allows continuous improvement of service (CSI). It requires careful planning and a meticulous management approach to implement, but if done right can help organizations keep their promises to customers.

SLAs are a vital element of SLM. They should include specific, precise and quantifiable business results that can be used to evaluate performance. They should also be designed with room for error so that teams can uphold their commitment without jeopardizing the overall customer experience.

In addition to SLAs A solid SLM process must have processes that track performance and exceptions. This includes automated alert monitoring systems that ensure the correct response to any issue that comes up. These processes are crucial to maintaining an efficient infrastructure and scaling up at a rate that is appropriate for the business, without compromising customer satisfaction. It’s also necessary to establish metrics and reports which can be used to be able to understand and communicate the current status of service quality, including how SLA targets are changing.

http://www.slm-info.org/