Setting Up a Service Level Management Process

A service level management system will ensure that all IT Services provided to customers are of agreed levels of quality. It involves ensuring Service Level Agreements (SLAs) are in place, that they are adhered to and service levels are measured and reported on.

To do all of this, it is essential to have the right tools in place. Ofttimes, the systems and processes used to define the service levels are subcontracted out to third parties. It is therefore crucial to know how you can best manage them within the context of your own SLM processes.

The first step to set up an SLM process is to determine what services are most important for the business, and then establish acceptable measures of success. This usually involves taking into consideration aspects like efficiency in terms of user base, efficiency, and design considerations. It is crucial to choose the technology expertise – a company specializing in specific platforms may be able to guarantee more efficient levels than general service providers.

Once the SLA goals are established the teams need to create plans to keep them. This typically means implementing systems that monitor the progress of the team and notify them automatically when there are issues in achieving targets.

Furthermore, a strong SLM process will incorporate continuous improvement procedures. These processes will allow teams to improve and learn by studying the metrics they track. If, for instance a NOC service is consistently failing to meet its SLA of responding to phone calls within 30 seconds, then it should be possible identify the reason and fix it.

Kommentar verfassen

Deine E-Mail-Adresse wird nicht veröffentlicht. Erforderliche Felder sind mit * markiert