Every business takes on Service Level Management (SLM) differently. There are some standard best practices to use as a reference. These include: describing all services provided (including the items that are not included, so there’s no chance of mistakes or assumptions made by either side); setting out performance metrics, including the definition of the measurement standards and methods, including expected turnaround times; establishing the responsibilities, escalation processes as well as costs/service tradeoffs, and agreeing to dispute resolution processes and indemnification clauses if conflicts arise.
SLM ensures that everyone is on the same team so that departments don’t fight over who is responsible for what. This is particularly important if you work with outside vendors. The process of capturing SLAs clearly will help avoid miscommunication that can lead to late delivery dates, low-performing metrics and unhappy customers.
Additionally, SLM can help you keep your business agile by checking and evaluating your service and levels. You can then make quick adjustments as needed.
You can also improve the quality of service to achieve or surpass your goals. For instance, you could want to increase the speed at which your website loads. But, once you’ve reached the point at which it is safe, users won’t notice an improvement, so you may not benefit from the effort.
SLAs can be a fantastic method of attracting potential customers since they provide them with an understanding of what their investment will look like. A dedicated team for SLM is a good idea since it guarantees that their efforts aren’t ignored or forgotten after an agreement is signed.
