Each business takes a different approach to Service Level Management differently. There are a few standard best practices to use as a reference. This includes: describing all services offered (including the items that are not included, so there is no room for confusion or assumptions made by either side); identifying performance metrics; including the definition of measurement standards and methods and the expected turnaround time as well as establishing responsibilities, escalation procedures and tradeoffs between costs and services; and agreeing to dispute resolution processes and indemnification clauses in case conflicts arise.
SLM helps ensure that everyone is on the same page, so departments don’t get involved in squabbles regarding who’s accountable for what. This is particularly important if you’re working with outside vendors. Documenting SLAs can help prevent mistakes that could lead to delays in delivery, poor metrics and unhappy clients.
In addition, SLM can help you keep agile by continually reviewing and evaluating your services and service levels. You can then make rapid changes as needed.
It could also help you improve the quality of your service, so that you can reach or even exceed your desired goals. For example, you might be looking to improve the speed at which your site loads. However, after the point at which it is safe, users won’t notice any change which means you won’t get any benefit from the effort.
SLAs are a great method to draw in potential customers because they provide them with a clear idea of what their investment will look like. A dedicated team for SLM is a great idea, as it ensures that their efforts are not overlooked or forgotten after a contract is signed.
