What Is Service Level Management?

Service Level Management, or SLM, is a way to ensure that services and service levels are defined, negotiated delivered and reviewed.

It allows IT resources to be accurately planned, limiting costs and achieving an improved customer experience. Regular reporting, as well as KPIs, allow you to react quickly in the event of any irregularities.

SLM is fundamentally based on service level agreements, metrics and the setting of customer expectations. These can range in length from the response time to a support ticket to the resolution.

To create a culture of SLM, it is important to develop training materials and implement them. This includes identifying training requirements and testing staff members to ensure retention.

SLM involves continuously monitoring performance to ensure customer satisfaction. It allows the business to continually improve its offerings and build trust with clients, which is a key component for winning new customers.

SLM also focuses on improving customer service, which can lead both to increased revenue as well as value for the business. It is vital that both IT and the Business departments continually strive to find ways to increase customer happiness. (Ambien)

It is important to have a team of specialists who can be trusted to catch problems and issues before they become critical. It requires a dedicated team of specialists to be able to spot problems and issues early on before they become serious. It’s essential to have the tools necessary for managing SLAs & OLAs. This includes alert workflows & system context.

http://www.slm-info.org