Every business takes on Service Level Management (SLM) differently. There are some best practices that can be used as a guide. This includes listing the services provided, including what is excluded from the service, to avoid misinterpretation of assumptions made by either party; identifying performance metrics, which include the definition and method of measurement, which includes the expected turnaround time; establishing accountability and escalation protocols, and negotiating the tradeoffs between service costs and costs.
SLM also ensures that everyone is on the same page, so departments don’t get into squabbles about who is responsible for what. This is particularly important when you work with external vendors. Documenting SLAs can prevent errors that could lead to delays in delivery as well as poor metrics and unhappy clients.
SLM will also help you remain flexible by monitoring and reviewing the service levels and services. You can then make quick adjustments if needed.
You can also enhance the quality of service to meet or exceed your expectations. For instance, you could be looking to improve the speed at which your site loads. You may not see any improvement if you exceed a certain threshold.
SLAs are a great method of attracting potential customers as they give them an idea of what their investment will look like. Having a team dedicated to SLM can be a great idea since it guarantees that their efforts won’t go overlooked or forgotten, especially after the contract has been signed.