Setting Up a Service Level Management Process

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A service level management system will ensure that all IT services provided to customers meet agreed upon levels of quality. It is about ensuring that Service Level Agreements (SLAs) are in place, are followed and that the quality of service are tracked and reported on.

It is essential to have the right tools in place to achieve all of this. The processes and systems that define service levels are outsourced to third-party firms. Therefore, it is essential 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 identifying the services that are essential to the company and establishing a reasonable set of metrics for the success of the process. This includes aspects like effectiveness, user base and design aspects. It is also essential to select your technology expertise with care For instance, a company that specialises in a particular platform might be able to commit to higher levels of performance than a generalized service provider.

Once the SLA targets are set the teams need to create an action plan to ensure they are met. This usually means creating systems to monitor progress and alert the team of issues with achieving goals.

A robust SLM process also includes continuous improvement processes. These will help teams to take the information they track, and discover ways to improve the processes that are causing them problems. For instance, if an NOC service is frequently not meeting its SLA for answering calls within 30 seconds, it should be possible to pinpoint the reason for the reason why this is happening and correct it.