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Setting Up a Service Level Management Process

FeaturedVid Jun 06

A service level management system will ensure that all IT Services delivered to customers are of agreed standards of quality. It involves ensuring that Service Level Agreements (SLAs) are in place, being adhered to and service levels are monitored and reported on.

It is essential to have the right tools in place for all of this. Most often the processes and systems used to determine service levels are leased out to third parties. It is important to understand how to manage them within your own SLM process.

The first step to set up an SLM process is to identify which services are essential for the business, and then establish reasonable measures of the success of the process. This will include factors such as effectiveness, user base, and design considerations. It is also essential to select your technology expertise with care For instance an organization that specializes in a particular platform might be able of committing to higher levels of performance than a more generalised service provider.

After the SLA goals have been established and the teams have to establish a strategy to ensure they are met. This typically involves setting up systems that track progress, and notify the team of issues with meeting targets.

Additionally, a well-designed SLM process will have built-in continuous improvement processes. These processes will allow teams to learn and improve from the metrics that they track. For instance, if an NOC service is frequently http://www.slm-info.org/2021/03/09/the-benefits-of-slm not meeting its SLA for answering telephone calls within 30 seconds, it should be possible to identify the reason why this is happening and then fix it.

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