Service Level Management (SLM) is a great ITIL process that enables an organization to get consistent customer satisfaction by providing IT services in accordance with agreed-upon service levels. It includes procedures for monitoring and reporting in service amounts, as well as for taking corrective action when support levels aren’t met.
Outline and doc all service plan levels and SLAs.
Defining and recording all provider levels and SLAs is definitely the first step to ensuring they are regular customer management across your organization, so you can always offer your customers along with the highest possible level of support. This certainly will include a detailed description of every service, transformation times, exclusions and any other important information that can impact the performance of the SLA.
Monitor the realized service levels and compare them with agreed service level targets.
This is actually most important part for the SLM process because it enables you to pinpoint parts of weakness and take further action any time they happen. It also provides you with insight into the impact that missed system targets have on your business, helping you increase over time.
Attain Service Levels by Automating Your Workstream
A strong SLM process requires a team of skilled those that can effectively uphold the SLAs. It will likewise require the application of tools which could automate your workload although providing teams with the important data and metrics to act in. For example , Blameless can help you automate and watch alerts to take care of SLAs upheld at all times while providing strong retrospectives that can help you improve over time.