Service Level Management (SLM), is a process that ensures services (and, therefore, service levels), are defined, negotiated and delivered.

It allows IT to be planned more accurately, which reduces costs while ensuring a better customer experience. Regular reporting, as well as KPIs, allow you to react quickly in the event of any irregularities.

SLM relies on metrics and service level agreements to set customer expectations. These can range from the amount of time it takes to respond to a ticket, through to the resolution of the issue.

To create a culture of SLM, it is important to develop training materials and implement them. This includes identifying requirements for training and testing staff members in order to ensure that they are retained.

SLM is also important in continuously monitoring performance, and adjusting service levels as needed to keep clients happy. 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 includes improving customer satisfaction as it can increase 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. http://www.slm-info.org

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 team of specialists who can be trusted to catch problems and issues before they become critical. It’s also essential to have the right tools for managing SLAs and OLAs, such as alert workflows, system context, and more.