A service level management system makes sure that all IT Services delivered to customers meet agreed-upon levels of quality. It also includes making sure that Service Level Agreements are in place and being met, measuring and reporting on the service levels, and continuously working to increase the quality of service over time.
It the complete package for business software is crucial to have the right tools in place for all of this. Often, the processes and systems that determine service levels are outsourced to third party companies. It is therefore essential to know how best to manage them within the context of your own SLM processes.
The first step to set up a SLM procedure is to identify the services that are essential to the business and establishing the appropriate metrics for success. This includes factors such as effectiveness, user base and design aspects. It is important to carefully choose the technology expertise – a company specializing in specific platforms may be able commit to higher levels of performance than general service providers.
Once the SLA targets are set then teams need to devise an action plan to ensure they are met. This usually involves putting in systems that monitor progress and notify the team automatically when there are issues in achieving goals.
In addition, a solid SLM procedure will include continuous improvement procedures. These processes will allow teams to improve and learn by studying the metrics they collect. If, for example, a NOC service fails to meet its SLA of responding to phone calls within 30 seconds, then it should be possible identify the cause and fix it.
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