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Setting Up a Service Level Management Process

A service level management system makes sure that all IT services provided to customers are of agreed standards of quality. It involves ensuring Service Level Agreements (SLAs) are in place, are met and that service levels are monitored and reported on.

To accomplish all of this, it is crucial to have the necessary tools in place. Most often the systems and processes that define service levels are contracted out to third party. It is therefore crucial to know how to manage them within the context of your own SLM processes.

The first step in setting up a SLM process is to determine what services are important to the business and establishing a reasonable set of metrics for the success of the process. This will include aspects like efficiency, user base and design considerations. It is also important to choose the right technology expert For instance an organization that specializes in a particular platform may be able to commit to higher levels of performance than a more generalized service provider.

Once the SLA targets are set, teams must create an action plan to meet them. This will usually involve the establishment of systems that track progress, and notify the team when there are issues in achieving targets.

Additionally, a well-designed SLM process will include continuous improvement processes. These processes will allow teams to improve and learn by analyzing the data they collect. For instance, if the NOC service consistently fails to meet its SLA of answering phone calls within 30 seconds, it is possible to pinpoint the cause and fix it.

http://www.slm-info.org