Every company uses Service Level Management (SLM) differently. However there are some general best practices that should be considered as a basis for starting. This includes describing the services provided and what is not included from the service, to avoid misinterpretation of assumptions made by either party identifying performance metrics, including the definition and method of measurement, including expected turnaround time as well as establishing responsibility and escalation procedures and negotiating the tradeoffs between service costs and costs.

SLM also makes sure that everyone is on one page, so departments don’t argue over who is responsible for what. This is particularly important if you work with external vendors. Making sure you document SLAs clearly can avoid the possibility of miscommunication, which could result in delayed delivery dates, poorly performing metrics, and unhappy customers.

SLM will also help you remain flexible by constantly monitoring and reviewing the level of service and services. You can then make rapid adjustments if needed.

It can also help improve the quality of your service so that you can meet or even surpass your goal goals. For example, you might want to increase the speed at which your website loads. But, once you’ve reached the point at which it is safe, users won’t notice any change therefore, you won’t gain any benefit from this effort.

SLAs can be a huge attraction for potential customers, because they present an accurate picture of what their investment in your service will be. Having a team dedicated to SLM can be a great idea since it guarantees that their efforts won’t go overlooked or forgotten, especially after the contract has been signed.

http://www.slm-info.org/2021/03/09/the-benefits-of-slm