Every business approaches Service Level Management (SLM) differently. There are some standard best practices that can be used as a guide. They include: describing all services provided (including SLM benefits for facilities management what’s not included, so that there’s no chance of any misinterpretation or assumption by either of the parties); the identification of performance metrics; this includes the definition of measurements and measurement methods including expected turnaround times setting up the responsibilities, escalation processes and costs/service tradeoffs; and agreeing to dispute resolution processes and indemnification clauses in case the need for conflict arises.
SLM helps ensure that everyone is on the same page, so departments don’t get caught up in squabbles about who is responsible for what. This is especially important when you’re working with outside vendors. Making sure you document SLAs clearly will help avoid the possibility of miscommunication, which could result in delayed delivery dates, poorly performing metrics and unhappy customers.
In addition, SLM can help you stay agile by constantly reviewing and monitoring your services and service levels. You can make adjustments swiftly if you need to.
You can also enhance the quality of your service to meet or exceed your expectations. You may, for instance would like to improve the speed of your website. However, after the point at which it is safe, users won’t notice any change which means you won’t gain any benefit from this effort.
SLAs can be a huge attraction for potential customers, because they give a clear picture of what their investment in your service will look like. A dedicated team for SLM is a good idea, as it ensures that their efforts aren’t overlooked or forgotten after an agreement is signed.