Every company uses Service Level Management (SLM) differently. There are some standard best practices to follow as a reference. These include: describing the services provided (including the items that are not included, so there is no room for confusion or assumptions made by either of the parties); identifying performance metrics; including the definition of measurement standards and methods and the expected turnaround time setting up accountability, escalation protocols and tradeoffs between costs and services; and agreeing to dispute resolution processes and indemnification clauses in case there is a conflict.
SLM ensures that everyone is on the same page, which means departments don’t get caught up in squabbles about who’s responsible for what. This is especially crucial if you have external vendors. Documenting SLAs can prevent miscommunications that can lead you to delay delivery dates or metrics, and ultimately unhappy clients.
Additionally, SLM can help you keep your business agile by monitoring and reviewing your service and levels. You can then make rapid adjustments if needed.
It can also help you improve the quality of your service, so that you can meet or even exceed your desired goals. You may, for instance would like to improve the speed of your website. You may not see any increase if you go above the threshold.
SLAs can be an excellent way to attract new customers as they http://www.slm-info.org/2020/04/17/service-level-management-slm-benefits/ give them a clear idea of what their investment will look like. The presence of a team that is committed to SLM is a good idea since it ensures that their efforts will not go overlooked or forgotten particularly after a contract has been signed.
