A process for managing service levels ensures that all IT services provided to customers meet agreed-upon levels of quality. It involves ensuring that Service Level Agreements (SLAs) are in place, are followed and that the quality of service are monitored and reported on.
It is essential to have the correct tools in place to achieve all of this. Most often the systems and processes used to define the service levels are subcontracted out to third party. It is therefore crucial to know how you can best manage them in the context of your own SLM processes.
The first step to set up a SLM process is identifying the services that are essential to the business and establishing a reasonable set of measures of success. This will include aspects like effectiveness, user base, and design aspects. It is also crucial to select your technology expertise with care For instance companies that specialize in a particular platform might be able to promise higher levels of performance than a more why not look here generalized service provider.
Once the SLA goals have been established the teams must establish a strategy to keep them. This typically involves creating systems that can track progress, and notify the team of issues in achieving targets.
In addition, a robust SLM process will incorporate continuous improvement procedures. These will enable teams to analyze the data they track, and discover ways to improve the processes that cause them problems. For instance, if an NOC service is consistently not meeting its SLA for answering phone calls within 30 seconds It should be possible to figure out the reasons for this, and then fix it.
