Each company approaches Service Level Management differently. There are some best practices to follow as a guide. This includes: describing all services provided (including what’s not included, so that there is no room for any misinterpretation or assumption by either party); specifying performance metrics; including a definition of measurement standards and methods and the expected turnaround time; establishing the responsibilities, escalation processes and costs/service tradeoffs; and agreeing to dispute resolution processes and indemnification clauses in case there is a conflict.
SLM also ensures that everyone is on the same page, which means departments don’t get involved in squabbles about who’s responsible for what. This is especially important if you work with outside vendors. Documenting SLAs can help avoid mistakes that could lead to delay delivery dates as well as poor metrics and unhappy clients.
In addition, SLM can help you keep agile by continually checking and evaluating your services and service levels. Then, you can make changes quickly if the need arises.
You can also enhance the quality of the service to achieve or surpass your expectations. For instance, you could want to increase the speed at which your website loads. However, if you go over the point at which it is safe, users won’t notice any change therefore, you won’t gain any benefits from the effort.
SLAs can be a fantastic way to attract potential customers since they provide them with an understanding of what their investment will look like. A dedicated team for SLM is a great idea since it guarantees that their efforts will not be neglected or lost after a contract is signed.
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