Estate Planning Blog

Setting Up a Service Level Management Process

A service level management process ensures that all IT services offered to customers meet agreed-upon standards of quality. It involves ensuring that Service level Agreements (SLAs) are in place, being followed and that the quality of service are tracked and reported on.

To do all of this, it’s crucial to have the right tools in place. Most often the systems and processes used to define the service levels are subcontracted out to third party. It is therefore vital to know how best to manage them in the context of your own SLM processes.

The first step in setting up an SLM process is to determine what services are most important for the business and establish realistic measures of the success of the process. This typically involves analyzing factors like efficiency of the user base, as well as design aspects. It is important to choose the technology expertise that a company that is specialized in a particular platform may be able to commit to more efficient levels than general service providers.

Once the SLA targets are set then teams need to devise an action plan to ensure they are met. This usually means implementing systems that monitor progress and alert the team automatically when i loved this there are problems in achieving goals.

A robust SLM process also incorporates continuous improvement processes. These processes will allow teams to learn and improve through the metrics they collect. For example, if a NOC service is consistently not meeting its SLA for answering phone calls within 30 seconds it should be able to pinpoint the reason for why this is happening, and then fix it.

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