Every business takes on Service Level Management (SLM) differently. However there are a few general best practices that should be used as a base. These include: describing all services offered (including what’s not included, so that there’s no chance of mistakes or assumptions made by either of the parties) and the identification of performance metrics; this includes the definition of the measurement standards and methods including expected turnaround times setting up responsibility, escalation procedures, and tradeoffs between costs and services; and agreeing to dispute resolution procedures and indemnification provisions in the event the need for conflict arises.
SLM also makes sure that everyone is on one page, so that departments don’t have to 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 miss delivery dates, poor metrics and unhappy clients.
SLM can also assist you remain flexible by constantly monitoring and reviewing the level of service and services. You can then make swift changes as needed.
You can also improve the quality of your service to achieve or surpass your expectations. For instance, you could like to improve the speed at which your site loads. However, after an amount of time, users won’t notice an improvement, so you may not gain any benefits from the effort.
SLAs can be a fantastic way to attract potential customers because they provide them with a clear idea of what their investment will look like. A dedicated team for SLM is a great idea since it guarantees that their efforts are not overlooked or lost once a contract is signed.