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Setting Up a Service Level Management Process

Setting Up a Service Level Management Process

A process of managing service levels ensures that all IT services offered to customers meet agreed-upon standards of quality. It also includes making sure that Service Level Agreements are in place and are being observed, measuring and reporting on service levels, and continuously striving to increase the i loved this quality of service over time.

To achieve this, it’s essential to have the right tools in place. A lot of the processes and systems that define service levels are outsourced to third party companies. Therefore, it is essential to know how you can best manage them within the context of your own SLM processes.

The first step in setting up an SLM process is to determine the essential services to the business and setting reasonable metrics for success. This will include aspects like efficiency, user base, and design aspects. It is also important to select the right expertise in technology – for example a company that is specialised on a specific platform might be able to guarantee higher levels of performance than a more generalised service provider.

After the SLA targets are set the teams need to create an action plan to meet them. This will usually involve setting up systems that can track progress and alert the team when there are issues with meeting goals.

Additionally, a well-designed SLM process will include continuous improvement processes. These will help teams to gain insight from the metrics they collect, and then find ways of improving the processes that cause them problems. For example, if a NOC service is consistently not meeting its SLA for answering calls within 30 seconds it should be able to pinpoint the reason for the reasons for this, and then correct it.

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