Every company takes a different approach to Service Level Management differently. There are some best practices that can be used as a guide. This includes providing a description of the services offered, including what is excluded in order to avoid misinterpretation or assumptions made by either party; identifying performance metrics, which include the definition and method of measuring, and a timeline of turnaround time setting up the responsibilities and escalation processes, and negotiating tradeoffs between costs and services.

SLM will also ensure that everyone is on the same page, which means departments don’t get into squabbles regarding who’s accountable for what. This is especially crucial if you work with vendors outside of your organization. Documenting SLAs can help prevent miscommunications that can lead you to late delivery dates or metrics, and ultimately unhappy clients.

SLM will also help you to remain agile by constantly monitoring and reviewing the services and service levels. You can then make changes promptly if the need arises.

You can also enhance the quality of the service to meet or exceed your expectations. You might, for example seek to increase the speed of your website. However, after certain levels, visitors won’t notice an improvement which means you won’t gain any benefits from the effort.

SLAs can be an excellent method to draw in potential customers since they provide them with an idea of what their investment will be. A team that is dedicated to SLM is a good idea because it means that their efforts will not be ignored or neglected particularly after the contract has been signed.

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