A process for managing service levels ensures that all IT services offered to customers are in accordance with agreed-upon levels of quality. It is about ensuring that Service Level Agreements (SLAs) are in place, that they are adhered to and service levels are measured and reported on.
It is vital to have the correct tools in place to accomplish all of this. A lot of the systems and processes that define service levels are outsourced to third-party firms. It is therefore crucial to know how best to manage them in the context of your own SLM processes.
The first step to set up an SLM process is determining the essential services to the company, and establishing reasonable measures of success. This typically involves analyzing aspects like efficiency, user base, and design considerations. It is essential to choose the technology expertise of a company that is focused on specific platforms may be able commit to more efficient levels than general service providers.
After the SLA targets are set the teams need to create an action plan to meet them. This usually means the establishment of systems to monitor progress, and notify the team of issues with achieving goals.
A robust SLM procedure also http://www.slm-info.org/2020/05/07/what-is-slm includes continual improvement processes. These processes will allow teams to learn and improve from the metrics that they collect. For instance, if an NOC service is often not able to meet its SLA for answering telephone calls within 30 seconds it should be possible to determine the reason for this, and fix it.
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