Service Level Management (SLM), is a process that ensures services (and, therefore, service levels), are defined, negotiated and delivered.
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 includes establishing service level agreements and metrics with the goal to set customer expectation that can be met. These can include everything from the time it takes to answer a ticket to the resolution of an issue.
It is also important to develop and implement training materials in order to create a strong SLM Culture. This includes identifying training requirements and testing staff members to ensure retention.
Continuously monitoring performance and adjusting service levels to keep customers happy is another important aspect of SLM. SLM allows companies to constantly improve their offerings, and build trust in their clients.
SLM http://www.slm-info.org/2020/04/17/service-level-management-slm-benefits includes a key element of improving customer satisfaction. This can lead to higher revenue and company value. It is important that both the IT department and business departments are constantly looking for new ways of increasing customer satisfaction.
Service level management, a complex and continuous process, requires a solid team and processes. It requires a dedicated team of specialists to be able to spot problems and issues early on before they become serious. It’s essential to have the tools necessary for managing SLAs & OLAs. This includes alert workflows & system context.
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