http://www.slm-info.org/2020/05/07/what-is-slm

A service level management system ensures that all IT Services delivered to customers meet agreed upon levels of quality. It involves ensuring that Service level Agreements (SLAs) are in place, are being met and that service levels are tracked and reported.

In order to accomplish this, it’s crucial to have the appropriate tools in place. Often the systems and processes used to determine the service levels are subcontracted out to third-party companies. It is therefore crucial to know how to manage them in the context of your own SLM processes.

The first step in setting up an SLM process is to identify which services are essential for the business and establish reasonable metrics for success. This is usually a matter of considering factors like efficiency in terms of user base, efficiency, and design considerations. It is also crucial to choose technology expertise carefully – for example a company that is specialised on a specific platform might be able of committing to higher levels of performance than a generalized service provider.

After the SLA goals have been established teams must put a plan in place to ensure they are met. This typically involves implementing systems that track progress and alert the team immediately when there is a problem with meeting targets.

Furthermore, a strong SLM process will include continuous improvement procedures. They will allow teams to learn from the metrics they collect, and identify ways to improve the processes that are causing them issues. For instance, if the NOC service fails to meet its SLA of responding to phone calls in 30 seconds, then it’s likely to be possible to determine the cause and fix it.

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