Each business takes a different approach to Service Level Management differently. However, there are a few standard best practices that should be used as a basis for starting. This includes describing the services provided, including what is excluded, to avoid misinterpretation and assumptions by either party; identifying performance metrics, with a definition and method for measuring, and a timeline of turnaround time; establishing accountability and escalation protocols, and negotiating service tradeoffs or costs.
SLM ensures that everyone is on the same page so that departments don’t have to fight regarding who’s accountable for what. This is especially important when you work with external vendors. Documenting SLAs can prevent errors that could lead to miss delivery dates or metrics, and ultimately unhappy clients.
In addition, SLM can help you stay agile by constantly reviewing and monitoring your service levels and services. You can then make changes quickly when the need arises.
You can also improve the quality of service to achieve or surpass your expectations. For example, you might like to improve the speed at which your website loads. But, once you’ve reached a certain threshold, users will not notice a difference and you won’t gain any benefit from this effort.
SLAs are often a big attraction for potential customers, because they give an overview 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 an agreement is signed.