Setting Up a Service Level Management Process

A process of managing service levels ensures that all IT services offered to customers meet agreed-upon standards of quality. It involves ensuring that Service Level Agreements (SLAs) are in place, are met and that service levels are tracked and reported on.

It is vital to have the correct tools in place for all of this. Most often, the processes and systems that determine service levels are outsourced to third-party businesses. It is crucial to understand how to manage them within your own SLM process.

The first step in setting up an SLM process is determining the essential services to the business and setting reasonable metrics for success. This will include factors like efficiency, user base, and design aspects. It is important to carefully choose the technology expertise of a company that is focused on one particular platform might be able to provide more efficient levels than general service providers.

After the SLA targets have been set, teams need to create a plan to meet them. This usually involves putting in systems that monitor the progress of the team and notify them automatically when there are issues in meeting the goals.

A solid SLM process also includes ongoing improvement processes. These processes will allow teams to learn and improve by studying the metrics they track. For example, if a NOC service is consistently not meeting its SLA for answering calls within 30 seconds It should be possible to determine why this is happening, and fix it.