Every company approaches Service Level Management (SLM) differently. There are some standard best practices to follow as a guide. This includes: providing a description of the services offered as well as what is not in order to avoid misinterpretation or assumptions by either side; identifying performance indicators, including the definition and method of measurement, which includes the expected turnaround time setting up responsibilities and escalation procedures, and negotiating costs/service tradeoffs.
SLM also makes sure that everyone is on one page to ensure that departments don’t get into a fight over who is responsible for what. This is particularly important if you have external vendors. Documenting SLAs can help prevent mistakes that could lead to delays in delivery or metrics, and ultimately unhappy clients.
Additionally, SLM can help you remain agile by continuously reviewing and evaluating your services and service levels. Then, you can make changes promptly if the need arises.
You can also improve the quality of the service to achieve or surpass your goals. You might, for example you want to improve the speed of your website. However, if you go over the point at which it is safe, users will not notice any improvement and you won’t gain any benefit from this effort.
SLAs are often a major draw for potential customers because they present an accurate picture of what their investment in your service will be. A dedicated team for SLM is a great idea, as it ensures that their efforts are not overlooked or lost once a contract is signed.