Nuban Institute

What Are the Benefits of Service Level Management?

Every business approaches Service Level Management (SLM) differently. There are some standard best practices to use as a reference. These include: describing all services provided (including what’s not included, so that there is no room for misinterpretation or assumptions by either party); specifying performance metrics; including a definition of measurement standards and methods as well as expected turnaround times; establishing responsibilities, escalation procedures and costs/service tradeoffs; and agreeing to dispute resolution procedures and indemnification provisions in the event there is a conflict.

SLM helps ensure that everyone is on the same page, which means departments don’t get involved in squabbles about who’s responsible for what. This is particularly important if you work with external vendors. Documenting SLAs can help prevent confusion that could lead to delay delivery dates, poor metrics and unhappy customers.

Additionally, SLM can help you keep your business agile by checking and evaluating your services and service levels. You can then make changes quickly when the need arises.

You can also enhance the quality of your service to meet or exceed your goals. For instance, you could be looking to improve the speed at which your site loads. It is possible that you will not see any improvements if you go over a certain threshold.

SLAs are often a big attraction for prospective customers, because they give an exact picture of what their investment in your service will be. Having a team dedicated to SLM is a good idea because it means that their efforts will not be overlooked or ignored in the event that the contract has been signed.

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