Every company useful site uses Service Level Management (SLM) differently. However there are some standard best practices that should be considered as a base. They include: describing all services offered (including what’s not included, so that there’s no room for misinterpretation or assumptions by either side) and setting out performance metrics, including the definition of measurements and measurement methods and the expected turnaround time setting up the responsibilities, escalation processes and cost/service tradeoffs; and agreeing to dispute resolution procedures and indemnification clauses in case the need for conflict arises.
SLM helps ensure 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 help prevent errors that could lead to delay delivery dates or metrics, and ultimately unhappy clients.
In addition, SLM can help you remain agile by continuously checking and evaluating your services and service levels. You can then make swift changes as needed.
It will also help you improve the quality of your service so that you can meet or even exceed your target goals. You might, for example would like to improve the speed of your website. However, after a certain threshold, users won’t notice an improvement which means you won’t gain any benefits from the effort.
SLAs can be a great way to attract potential customers because they provide them with an idea of what their investment will be. A dedicated team for SLM is a great idea since it guarantees that their efforts aren’t overlooked or forgotten after the contract has been signed.