Each company takes a different approach to Service Level Management differently. However, there are a few guidelines that can be used as a base. This includes: describing the services provided and what is not included in order to avoid misinterpretation or assumptions by either party; identifying performance metrics, including a definition and method of measuring, and a timeline of turnaround time setting up responsibilities and escalation procedures, and negotiating the tradeoffs between service costs and costs.
SLM also ensures that everyone is on the same page, so departments don’t get into squabbles about who is responsible for what. This is especially important if you work with outside vendors. Documenting SLAs can help avoid confusion that could lead to delay delivery dates or metrics, and ultimately unhappy clients.
SLM will also help you stay agile by monitoring and reviewing the service levels and services. You can then make changes quickly when the need arises.
It could also help you improve the quality of your service, so you can meet or even exceed your desired goals. For example, you might like to improve the speed at which your website loads. You might not see any improvement if you exceed a certain threshold.
SLAs are often a major draw for potential customers because they present an accurate picture of what their investment in your service will be. A team that is dedicated to SLM can be a great idea since it ensures that their efforts will not be overlooked or ignored even after a contract has been signed.