Every business takes a different approach to Service Level Management differently. However there are some common best practices that should be considered as a base. These include: describing the services provided (including what’s not included, so that there’s no room for mistakes or assumptions made by either side) in setting out performance metrics, including a definition of measures and methods and the expected turnaround time and establishing responsibilities, escalation procedures as well as costs/service tradeoffs, and agreeing to dispute resolution procedures and indemnification clauses in case conflicts arise.
SLM ensures that everyone is on the same page, so that departments don’t fight over who is accountable for what. This is especially important if you’re working with outside vendors. Documenting SLAs can help avoid miscommunications that can lead you to delay delivery dates bad metrics, and unhappy clients.
In addition, SLM can help you keep agile by continually monitoring and reviewing your services and service levels. You can then make changes quickly when the need arises.
You can also enhance the quality of your service to achieve or surpass your goals. For instance, you may be looking to improve the speed at which your site loads. You may not see any increase if you go above an amount.
SLAs are often a big attraction for potential customers, as they provide an overview of what their investment in your service will be. A dedicated team for SLM is a great idea since it guarantees that their efforts are not ignored or forgotten after a contract is signed.