Every company uses Service Level Management (SLM) differently. There are some best practices to use as a guide. This includes: describing the services provided and defining what is excluded to avoid misinterpretation and assumptions made by either party; identifying performance indicators, including the definition and method of measuring, and a timeline of turnaround time; establishing the responsibilities and escalation processes, and negotiating costs/service tradeoffs.
SLM will also ensure that everyone is on the same page, ensuring that departments don’t get involved in squabbles regarding who’s accountable for what. This is especially important if you work with vendors outside of your organization. Documenting SLAs can help avoid miscommunications that can lead you to delays in delivery, poor metrics and unhappy clients.
SLM will also help you remain flexible by monitoring and reviewing the quality of services and levels. You can then make swift adjustments if needed.
It will also help you improve the quality of your service, so you can meet or even surpass your goal goals. For example, you might be looking to improve the speed at which your site loads. You might not see any improvement if you exceed an amount.
SLAs are usually a major draw for potential customers because they present an accurate picture of what their investment in your service will be. The presence of a team that is committed to SLM is a good idea because it means that their efforts won’t be ignored or neglected particularly after the contract has been signed.