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Setting Up a Service Level Management Process

A service level management system ensures that all IT Services provided to customers are of agreed levels of quality. It involves making sure that Service Level Agreements are in place and are being fulfilled, assessing and reporting on service levels, and continuously striving to increase the quality of service over time.

It is crucial to have the right tools in place to accomplish all of this. Oft, the systems and processes that define service levels are contracted out to third-party companies. It is therefore essential to understand how to manage them in the context of your own SLM processes.

The first step to setting up an SLM process is to identify which services are essential for the business and establish realistic metrics for the success of the process. This includes aspects like efficiency, user base and design factors. It is also essential to choose the right technology expert – for example, a company that specialises on a specific platform might be able to promise higher levels of performance than a more generalized service provider.

After the SLA targets have been set, teams need to create a plan to meet them. This typically means implementing systems that track progress and alert the team immediately when there is a problem in achieving targets.

Additionally, a well-designed SLM process will include continuous improvement procedures. These will help teams to take the information they collect, and then find ways to improve the processes that are causing them problems. If, for instance, the NOC service is consistently failing to meet its SLA of answering phone calls in 30 seconds, then it’s possible to identify the root cause and correct it.


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