Every business uses Service Level Management (SLM) differently. There are a few standard best practices to use as a reference. They include: describing all services offered (including the items that are not included, so there’s no chance of mistakes or assumptions made by either one of the parties) in setting out performance metrics, including the definition of measures and methods and the expected turnaround time; establishing accountability, escalation protocols and costs/service tradeoffs; and agreeing to dispute resolution procedures and indemnification clauses in the event that conflicts arise.
SLM will also ensure that everyone is on the same page, ensuring that departments don’t have to fight about who is responsible for what. This is especially important if you work with external vendors. Documenting SLAs can help prevent miscommunications that can lead you to miss delivery dates or metrics, and ultimately unhappy customers.
SLM will also help you remain flexible by continuously monitoring and evaluating the services and service levels. You can then make rapid changes as needed.
It can also help improve the quality of your service, so that you can reach or even exceed your target goals. For example, you might wish to boost the speed at which your website loads. But, once you’ve reached an amount of time, users won’t notice any change and you won’t gain any benefit from this effort.
SLAs are often a big draw for potential customers, as they provide an overview of what their investment in your service will look like. A dedicated team for SLM is a great idea as it ensures that their efforts will not be overlooked or lost once the contract has been signed.