Setting Up a Service Level Management Process

A process to manage service levels ensures that all IT services delivered to customers meet agreed-upon levels of quality. It involves ensuring that Service Level Agreements (SLAs) are in place, are being met and that service levels are tracked and reported.

In order to accomplish this, it’s essential to have the appropriate tools in place. The systems and processes that determine service levels are outsourced to third-party companies. It is therefore essential to understand how to manage them in the context of your own SLM processes.

The first step to setting up an SLM process is to determine the services that are most crucial for the business and set acceptable metrics for the success of the process. This includes factors such as effectiveness, user base, and design factors. It is also crucial to select the right expertise in technology For instance an organization that specializes in a particular platform might be able to promise higher levels of performance than a generalised service provider.

Once the SLA targets have been set teams must implement a strategy to uphold them. This typically involves putting in place systems that monitor progress, and notify the team of problems in meeting the targets.

A robust SLM procedure also includes continual improvement processes. These processes will enable teams to improve and learn by analyzing the data they track. For example, if a NOC service is often not able to meet its SLA to answer phone calls within 30 seconds it should be possible to pinpoint the reason for why this is happening, and fix it.

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