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. Regular reporting and KPIs also allow for rapid reaction to any irregularities.
Establishing service level agreements and metrics is a fundamental part of SLM, with the goal of setting customer expectations that can be met. These can be anything from the time to respond to an issue, to the resolution.
Developing training materials and http://www.slm-info.org/2020/05/07/what-is-slm implementing them is also crucial to a strong SLM culture. This includes identifying requirements for training and testing staff members in order to ensure that they are retained.
SLM is also important in continuously monitoring performance, and adjusting service levels as needed to keep clients happy. It allows the company to continually improve their offerings and build trust with their clients – a key component of winning new business.
SLM includes a key element of improving customer satisfaction. This can lead to higher revenue and company value. It is therefore imperative that the IT department and the business department constantly look for new ways to improve customer satisfaction.
Service level is a complex, ongoing process that requires a strong team of professionals and a set of solid processes. It requires a team of specialists who can be trusted to catch problems and issues before they become critical. It is important to use the right tools when managing SLAs.