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Setting Up a Service Level Management Process

A service level management system will ensure that all IT Services provided to customers meet agreed-upon levels of quality. It also includes making sure that Service Level Agreements are in place and are being fulfilled, assessing and reporting on service levels, and continuously striving to increase the quality of service over time.

It is essential to have the right tools in place for all of this. Oft, the systems and processes used to define the service levels are subcontracted out to third party. Therefore, it is essential to know how you can best manage them within the context of your own SLM processes.

The first step in setting up an SLM process is to determine the services that are most crucial for the business and establish appropriate measures of the success of the process. This includes factors such as efficiency, user base and design considerations. It is also essential to select your technology expertise with care – for example, a company that specialises in a particular platform might be able of committing to higher levels of performance than a more generalized service provider.

After the SLA targets have been set, teams need to put a plan in place to ensure they are met. This typically involves putting in place systems that track progress, and notify the team of problems in meeting the goals.

A strong SLM process also includes ongoing improvement processes. These will help teams to analyze the data they collect, and then find ways to improve the processes that are causing them problems. If, for instance, a NOC service is consistently failing to meet its SLA of answering phone calls in 30 seconds, then it should be possible identify the root of the problem and fix it.

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