A service level management system ensures that all IT services provided to customers are of agreed levels of quality. It involves ensuring that Service Level Agreements (SLAs) are in place, that they are met and that service levels are tracked and reported on.
It is essential to have the correct tools in place to accomplish all of this. Ofttimes the processes and systems that define service levels are contracted out to third parties. It is crucial to understand how to manage them within your own SLM process.
The first step to set up an SLM process is to determine what services are most important for the company and to establish acceptable metrics for success. This will include factors such as effectiveness, user base and design considerations. It is important to carefully select the expertise in technology that a company that is specialized in a particular platform may be able to provide higher levels of performance than a generalised service provider.
Once the SLA goals have been established the teams must establish a strategy to uphold them. This usually means the establishment of systems that can track progress, and automatically alert the team of issues with achieving goals.
A well-designed SLM process also includes ongoing improvement processes. These processes will allow teams to improve and learn by analyzing the data they collect. For example, if a NOC service is frequently not meeting its SLA for answering telephone calls within 30 seconds It should be possible to determine the reason why this is happening and then correct http://www.slm-info.org it.