Every company takes on Service Level Management (SLM) differently. There are some standard best practices to use as a reference. They include: describing all services provided (including what’s excluded, so there is no room for misinterpretation or assumptions by either of the parties); specifying performance metrics; including the definition of measurement standards and methods as well as expected turnaround times as well as establishing accountability, escalation protocols and costs/service tradeoffs; and agreeing to dispute resolution procedures and indemnification clauses in case there is a conflict.
SLM helps ensure that everyone is on the same page, ensuring that departments don’t get caught up in squabbles regarding who’s accountable for what. This is particularly important if you work with external vendors. Documenting SLAs can help prevent errors that could lead to miss delivery dates or metrics, and ultimately unhappy customers.
SLM will also help you to remain agile by constantly monitoring and reviewing the quality of services and levels. Then, you can make changes quickly when the need arises.
It could also help you improve the quality of your service to ensure that you meet or even exceed your goals. You might, for example, want to increase the speed of your website. However, after a certain threshold, users won’t notice any change, so you may not benefit from the effort.
SLAs can be an excellent way to attract potential customers because they provide them with an understanding of what their investment will be. A dedicated team for SLM is a good idea since it guarantees that their efforts are not neglected or lost after a contract is signed.