Service Level Management is the process by which services (and their service levels) are defined and negotiated. They are then delivered, reviewed, and evaluated.
It enables IT resources to be planned accurately, thereby limiting costs and achieving a more consistent customer experience. Regular reporting as well KPIs enable quick response to any irregularities.
SLM is fundamentally based on service level agreements, metrics and the setting of customer expectations. These can include everything from the time it takes to answer a ticket to the resolution of an issue.
It is also important to develop and implement training materials in order to create a strong SLM Culture. This includes identifying staff training requirements and testing them to ensure retention.
SLM includes monitoring performance and adapting service levels to satisfy customers. It allows the company to continually improve their offerings and build trust with their clients – a key component of winning new business.
SLM is also important in improving customer satisfaction, as this can lead to an increase in revenue and value. It is important that both the IT department and business departments are constantly looking for new ways of increasing customer satisfaction.
It is important to have a team of specialists who can be trusted to catch problems and issues before they become critical. It requires an experienced team that can be relied upon to detect problems and issues well before they escalate. It is important to use the right tools when managing SLAs.