Service Level Management (SLM), also known as service level management, is the process for ensuring that services, and therefore service levels, are defined.
It enables IT resources to be planned accurately, thereby limiting costs and achieving a more consistent customer experience. Furthermore, regular reporting and KPIs make it possible to react quickly to irregularities that may arise.
SLM includes establishing service level agreements and metrics with the goal to set customer expectation that can be met. These can range from how long it takes to resolve an issue to the time taken to respond to a customer ticket.
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 is also important in continuously monitoring performance, and adjusting service levels as needed to keep clients happy. 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.
SLM is also important in improving customer satisfaction, as this can lead to an increase in revenue and value. Consequently, it is imperative that both the IT and the business departments constantly strive to find new ways to increase customer satisfaction.
Service level management is a complex and ongoing process, so it needs to be well-staffed and managed with rock-solid processes. It requires a dedicated team of specialists to be able to spot problems and issues early on before they become serious. It is also important to have the right tools to manage SLAs and OLAs. These include alert workflows, context of the system, and others.