Service Level Management (SLM) is the process of ensuring that services (and therefore, service levels) are defined, negotiated, delivered and reviewed.
It allows IT resources to be accurately planned, limiting costs and achieving an improved customer experience. Furthermore, regular reporting and KPIs make it possible to react quickly to irregularities that may arise.
SLM is fundamentally based on service level agreements, metrics and the setting of customer expectations. These can range from the amount of time it takes to respond to a ticket, through to the resolution of the issue.
It is also important to develop and implement training materials in order to create a strong SLM Culture. This includes http://www.slm-info.org/2021/07/08/generated-post/ identifying staff training requirements and testing them to ensure retention.
SLM includes monitoring performance and adapting service levels to satisfy customers. It allows the company to continually improve their offerings and build trust with their clients – a key component of winning new business.
SLM is also important in improving customer satisfaction, as this can lead to an increase in revenue and value. Consequently, it is imperative that both the IT and the business departments constantly strive to find new ways to increase customer satisfaction.
Service level management is an ongoing and complex process. It requires a well-staffed team and processes that are rock-solid. It requires a group of specialists that can be trusted to identify problems and issues prior to them becoming critical. It is important to use the right tools when managing SLAs.
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