Setting Up a Service Level Management Process

A service level management process ensures that all IT services provided to customers are in accordance with agreed-upon levels of quality. It involves ensuring Service Level Agreements (SLAs) are in place, are being followed and that the quality of service are measured and reported on.

It is essential to have the right tools in place to accomplish all of this. Often the processes and systems that define the service levels are subcontracted out to third party. It is crucial to understand how to manage them within your own SLM process.

The first step to set up a SLM process is identifying the services that are essential to the company, and establishing reasonable metrics for the success of the process. This includes factors like efficiency, user base, and design factors. It is also important to choose technology expertise carefully For instance companies that specialize in a particular platform may be able to guarantee higher levels of performance than a more generalised service provider.

After the SLA goals are established the teams need to create a plan to maintain them. This typically involves implementing systems that track progress and notify the team automatically when there are issues with meeting targets.

Additionally, a well-designed SLM procedure will include continuous improvement processes. This will help teams gain insight from the metrics they collect, and then find ways to improve the processes that cause problems. For example, if a NOC service is consistently not meeting its SLA to answer phone calls within 30 seconds it should be possible to identify the reason for this, and then fix it.