What Are the Benefits of Service Level Management?

Each business approaches Service Level Management differently. There are some standard best practices to use as a guide. These include: describing all services offered (including what’s not included, so that there’s no room for misinterpretation or assumptions by either of the parties) and the identification of performance metrics; this includes a definition of the measurement standards and methods and the expected turnaround time setting up accountability, escalation protocols and tradeoffs between costs and services; and agreeing to dispute resolution processes and indemnification clauses in case a conflict arises.

SLM also ensures that everyone is on the same page, which means departments don’t get into squabbles regarding who’s accountable for what. This is especially important when you work with external vendors. Documenting SLAs can help prevent errors that could lead to late delivery dates bad metrics, and unhappy clients.

Additionally, SLM can help you keep your business agile by reviewing and evaluating your service and levels. You can then make rapid changes as needed.

You can also enhance the quality of the service to meet or exceed your expectations. You may, for instance, want to increase the speed of your website. There may not be any improvement if you go beyond the limit.

SLAs are a great way to attract new customers as they provide a clear idea of what their investment will look like. A team that is dedicated to SLM can be a great idea since it ensures that their efforts will not go overlooked or forgotten even after a contract has been signed.


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