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. Regular reporting and KPIs also allow for rapid reaction to any irregularities.

SLM includes establishing service level agreements and metrics with the goal to set customer expectation that can be met. These can be anything from the time to respond to an issue, to the resolution. http://www.slm-info.org

It is also important to develop and implement training materials in order to create a strong SLM Culture. This includes identifying requirements for training and testing staff members in order to ensure that they are retained.

SLM also includes continuously monitoring performance and adjusting the service level to keep customers satisfied. 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. It is therefore imperative that the IT department and the business department constantly look for new ways to improve customer satisfaction.

Service level is a complex, ongoing process that requires a strong team of professionals and a set of solid processes. It requires a group of specialists that can be trusted to identify problems and issues prior to them becoming critical. It’s also essential to have the right tools for managing SLAs and OLAs, such as alert workflows, system context, and more.

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