What Are the Benefits of Service Level Management?

Publicado em: 08/10/2023
Autor: yeti lab
Assunto: Sem categoria
Tempo de leitura: 1 minuto


Every business approaches Service Level Management (SLM) differently. However, there are a few guidelines that can be used as a basis for starting. This includes: describing all services provided (including what’s excluded, so there’s no room for mistakes or assumptions made by either of the parties) and setting out performance metrics, including a definition of measurements and measurement methods including expected turnaround times setting up responsibility, escalation procedures, and tradeoffs between costs and services; and agreeing to dispute resolution processes and indemnification clauses in the event that there is a conflict.

SLM ensures that everyone is on one page to ensure that departments don’t have to fight over who is accountable for what. This is especially important if you work with external vendors. Documenting SLAs will help you avoid mistakes that could lead to delays in delivery, poor metrics and unhappy clients.

Additionally, SLM can help you stay agile by constantly checking and evaluating your services and service levels. You can then make swift changes if necessary.

You can also improve the quality of your service to achieve or surpass your goals. For instance, you could be looking to improve the speed at which your website loads. However, past the point at which it is safe, users will not notice a difference which means you won’t get any benefit from the effort.

SLAs are usually a major attraction for potential customers, since they provide a clear picture of what their investment in your service will be. A dedicated team for SLM is a great idea as it ensures that their efforts aren’t ignored or forgotten after a contract is signed.