Setting Up a Service Level Management Process
A service level management system will ensure that all IT services offered to customers meet agreed upon standards of quality. It also includes making sure that Service Level Agreements are in place and are being fulfilled, assessing and reporting on service levels, and continuously striving to increase the quality of service over time.
It is vital to have the right tools in place to accomplish all of this. Often, the systems and processes that define service levels are outsourced to third-party companies. It is important to know 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 reasonable metrics for the success of the process. This will include factors such as efficiency, user base and design factors. It is also essential to choose technology expertise carefully – for example companies that specialize on a specific platform might be able to commit to higher levels of performance than a more generalised service provider.
After the SLA goals have been established and the teams have to put a plan in place to uphold them. This usually involves putting in place systems that track progress and alert the team of issues with achieving targets.
In addition, a robust SLM process will incorporate continuous improvement procedures. These processes will enable teams to improve and learn by analyzing the data they collect. If, for instance, the NOC service consistently fails to meet its SLA of answering phone calls within 30 i loved this seconds, it should be possible identify the root of the problem and fix it.
