http://www.slm-info.org/2021/07/12/generated-post-2
A process of managing service levels ensures that all IT services delivered to customers comply with agreed-upon levels of quality. It involves ensuring Service Level Agreements (SLAs) are in place, that they are fulfilled and that service levels are tracked and reported on.
It is essential to have the right tools in place for all of this. The systems and processes that determine service levels are outsourced to third party companies. It is essential to understand how to manage them within your own SLM process.
The first step in setting up a SLM process is identifying the services that are essential to the company and establishing a reasonable set of measures of the success of the process. This includes factors like efficiency, user base and design aspects. It is crucial to choose the technology expertise – a company specializing in a particular platform may be able commit to more efficient levels than general service providers.
After the SLA goals are established then teams need to devise plans to keep them. This usually involves putting in systems that monitor the progress of the team and notify them automatically when there are issues in meeting the goals.
Furthermore, a strong SLM process will have built-in continuous improvement processes. They will allow teams to take the information they collect, and identify ways of improving the processes that are causing problems. If, for instance a NOC service repeatedly fails to meet its SLA of answering telephone calls within 30 seconds, it’s likely to be possible to determine the root cause and correct it.