Setting Up a Service Level Management Process

A service level management program ensures that all IT services provided to customers comply with agreed standards of quality. It is about ensuring that Service Level Agreements (SLAs) are in place, are fulfilled and that service levels are tracked and reported on.

To accomplish all of this, it’s essential to have the appropriate tools in place. Often, the processes and systems that define service levels are outsourced to third-party firms. Therefore, it is essential to understand how to manage them within the context of your own SLM processes.

The first step to set up an SLM process is to determine the services that are most crucial for the company and to establish acceptable metrics for success. This usually involves taking into consideration factors like efficiency of the user base, as well as design aspects. It is important to choose the expertise in technology you require of a company that is focused on specific platforms may be able commit to higher levels of performance than a generalised service provider.

After the SLA goals have been established teams must establish a strategy to meet them. This typically means implementing systems that track progress and notify the team immediately when there is a problem with meeting targets.

Furthermore, a strong SLM process will have built-in continuous improvement processes. This will help teams gain insight from the metrics they collect, and identify ways of improving the processes that cause them issues. For instance, if the NOC service consistently fails to meet its SLA of answering calls in 30 seconds, it should be possible identify the root of the problem and fix it.

Posted in Algemeen.