Service Level Management (SLM) is the process of ensuring that services (and therefore, service levels) are defined, negotiated, delivered and reviewed.
It allows IT resource planning to be accurate, thereby reducing costs and achieving more consistency in customer experience. Furthermore, regular reporting and KPIs make it possible to react quickly to irregularities that may arise.
SLM includes establishing service level agreements and metrics with the goal to set customer expectation that can be met. These can range from the amount of time it takes to respond to a ticket, through to the resolution of the issue.
Developing training materials and implementing them is also crucial to a strong SLM culture www.slm-info.org/2022/08/15/the-complete-package-for-business-software-a-review-of-data-rooms/. This includes identifying the training requirements and testing employees to ensure retention.
SLM includes monitoring performance and adapting service levels to satisfy customers. 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.
SLM also focuses on improving customer service, which can lead both to increased revenue as well as value for the business. Consequently, it is imperative that both the IT and the business departments constantly strive to find new ways to increase customer satisfaction.
Service level is a complex, ongoing process that requires a strong team of professionals and a set of solid processes. It requires a dedicated team of specialists to be able to spot problems and issues early on before they become serious. It’s important to have tools that can be used for managing SLAs or OLAs.