Jun 6, 2024 / By Vicente Ajenjo

Setting Up a Service Level Management Process

A service level management system will ensure that all IT Services provided to customers meet agreed upon standards of quality. It includes making sure that Service Level Agreements are in place and being observed, measuring and reporting on the service levels, and constantly striving to increase the quality of service over time.

To achieve this, it is crucial to have the necessary tools in place. Often, the systems and processes that define service levels are outsourced to third-party firms. It is therefore essential to understand how to manage them within the context of your own SLM processes.

The first step in setting up a SLM process is determining what services are important to the company and establishing a reasonable set of measures of success. This will include factors like effectiveness, user base and design considerations. It is essential to choose the right technology expertise of a company that is focused on a specific platform may be able to commit to greater performance than general service providers.

After the SLA goals are established the teams need to create a plan to maintain them. This typically involves implementing systems that track the progress of the team and notify them automatically when there are issues with meeting goals.

Furthermore, a strong SLM process will incorporate continuous improvement procedures. They will allow teams to gain insight from the metrics they collect, and then find ways to improve the processes that cause them problems. If, for instance, the NOC service consistently fails to meet its SLA of answering phone calls within 30 seconds, then it’s likely to be possible to determine the cause and fix it.


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