Service Level Management (SLM) is the process of ensuring that services (and therefore, service levels) are defined, negotiated, delivered and reviewed.
It allows IT resources to be accurately planned, limiting costs and achieving an improved customer experience. Regular reporting as well KPIs enable quick response to any irregularities.
SLM relies on metrics and service level agreements to set customer expectations. These can range in length from the response time to a support ticket to the resolution.
It is also important to develop and implement training materials in order to create a strong SLM http://www.slm-info.org/2021/12/29/generated-post-4/ Culture. This includes identifying staff training requirements and testing them to ensure retention.
SLM also includes continuously monitoring performance and adjusting the service level to keep customers satisfied. SLM allows the company to continuously improve their offerings and build a relationship of trust with their customers – an important component in winning new business.
Improving customer satisfaction is also an important element of SLM, as it can lead to increased revenue and value for the company. It is vital that both IT and the Business departments continually strive to find ways to increase customer happiness.
Service level is a complex, ongoing process that requires a strong team of professionals and a set of solid processes. It requires a team of specialists who can be trusted to catch problems and issues before they become critical. It’s essential to have the tools necessary for managing SLAs & OLAs. This includes alert workflows & system context.
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