A sound process for managing service level management can aid companies in keeping user satisfaction at the forefront of all decisions across departments. By framing decisions in terms of the impact they have on the users, you’ll keep everyone on the same page. You’ll ensure that satisfaction of customers is prioritised over other business goals.
SLM is an effective tool that allows teams and organizations to accurately portray the quality of their services. It also enables continuous improvement of service. It requires thoughtful planning and diligent management to implement, but once done right can help organizations meet their obligations to their customers.
SLAs are a vital element of SLM. These documents must contain specific, precise and quantifiable business outcomes that can be used for performance evaluation. They also need to be designed with enough room for error so that teams can adhere to their commitment without jeopardizing the overall experience for customers.
A rock-solid SLM must have processes for monitoring performance and identifying exceptions. This includes automated alert monitoring systems that guarantee the proper response to any issues that occur. These processes are essential for maintaining an effective and stable infrastructure, and ensuring customer satisfaction. It’s important to set up metrics and reporting that can be used for understanding and communicating the current state of service, including how SLA goals are developing.
http://www.slm-info.org/2020/04/17/service-level-management-slm-benefits