A service level management system makes sure that all IT services provided to customers meet agreed-upon levels of quality. It includes ensuring that Service Level Agreements are in place and are being fulfilled, assessing and reporting on the service levels, and constantly striving to improve service levels over time.
In order to accomplish this, it’s crucial to have the appropriate tools in place. Ofttimes the systems and processes used to define the service levels are subcontracted out to third parties. It is important to understand how to manage them within your own SLM process.
The first step in setting up a SLM process is to determine the essential services to the business, and establishing reasonable measures of success. This includes factors such as efficiency, user base, and design considerations. It is important to choose the expertise in technology you require – a company specializing in a specific platform may be able to guarantee higher levels of performance than a generalised service provider.
Once the SLA goals are established the teams need to create an action plan to meet them. This typically involves implementing systems that monitor progress and notify the team automatically when there are issues with meeting goals.
A solid SLM process also includes ongoing improvement processes. They will allow teams to gain insight from the metrics they collect, and find ways of improving the processes that cause them problems. For instance, if an NOC service consistently fails to meet its SLA of answering phone calls in 30 seconds, it’s possible to identify the root cause and correct it.
http://www.slm-info.org/2022/04/29/data-room-software-play-more-important-role-for-headquarters
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