What Is Service Level Management?

Service Level Management is the process by which http://www.slm-info.org/2020/05/07/what-is-slm/ services (and their service levels) are defined and negotiated. They are then delivered, reviewed, and evaluated.

It allows IT to be planned more accurately, which reduces costs while ensuring a better customer experience. Regular reporting as well KPIs enable quick response to any irregularities.

SLM is fundamentally based on service level agreements, metrics and the setting of customer expectations. These can be anything from the time to respond to an issue, to the resolution.

A strong SLM culture is also dependent on the development and implementation of training materials. This includes identifying the training requirements and testing employees to ensure retention.

SLM involves continuously monitoring performance to ensure customer satisfaction. SLM allows the company to continuously improve their offerings and build a relationship of trust with their customers – an important component in winning new business.

Improving customer satisfaction is also an important element of SLM, as it can lead to increased revenue and value for the company. It is therefore imperative that the IT department and the business department constantly look for new ways to improve customer satisfaction.

Service level management, a complex and continuous process, requires a solid team and processes. It requires an experienced team that can be relied upon to detect problems and issues well before they escalate. It is important to use the right tools when managing SLAs.