Setting Up a Service Level Management Process


A service level management system ensures that all IT services offered to customers are of agreed levels of quality. It involves ensuring Service Level Agreements (SLAs) are in place, being met and that service levels are monitored and reported on.

To do all of this, it’s essential to have the appropriate tools in place. Oft the processes and systems that define the service levels are subcontracted out to third parties. It is crucial to understand how to manage them within your own SLM process.

The first step to set up an SLM process is to identify the services that are most crucial for the business and set appropriate measures of success. This includes factors like efficiency, user base and design considerations. It is also crucial to choose the right technology expert – for example companies that specialize on a specific platform might be able to guarantee higher levels of performance than a more generalised service provider.

Once the SLA goals are established and the team has to develop plans to keep them. This will usually involve creating systems that can track progress, and notify the team when there are issues with achieving goals.

A well-designed SLM process also includes continuous improvement processes. These processes will allow teams to learn and improve by studying the metrics they track. For instance, if a NOC service is consistently failing to meet its SLA of answering phone calls in 30 seconds, then it is possible to pinpoint the root cause and correct it.