Each company takes a different approach to Service Level Management differently. However, there are a few common best practices that should be used as a reference point. They include: describing all services offered (including what’s not included, so that there’s no room for confusion or assumptions made by either one of the parties) and identifying performance metrics; including a definition of measurements and measurement methods including expected turnaround times; establishing responsibility, escalation procedures, as well as costs/service tradeoffs, and agreeing to dispute resolution procedures and indemnification clauses if there is a conflict.
SLM also ensures that everyone is on the same page, ensuring that departments don’t have to fight regarding who’s accountable for what. This is particularly important if you’re working with external vendors. Documenting SLAs clearly can prevent confusion that could lead to late delivery dates, low-performing metrics and unhappy customers.
In addition, SLM can help you keep agile by continually monitoring and reviewing your services and service levels. It is then possible to make quick changes if necessary.
You can also improve the quality of the service to meet or exceed your goals. For instance, you could wish to boost the speed at which your website loads. You might not see any increase if you go above the threshold.
SLAs are usually a major attraction for prospective customers, because they give an exact picture of what their investment in your service will look like. A dedicated team for SLM is a great idea, as it ensures that their efforts aren’t neglected or lost after the contract is signed.
