Enseñando español desde 1989

A process to manage service levels ensures that all IT services delivered to customers meet agreed-upon levels of quality. It is about ensuring that Service Level Agreements are in place and are being met, measuring and reporting on the service levels, and continuously striving to improve the quality of service offered over time.

It is vital to have the correct tools in place to achieve all of this. The processes and systems that determine service levels are click now outsourced to third-party businesses. It is therefore crucial to know how you can best manage them within the context of your own SLM processes.

The first step to set up an SLM process is to determine the most essential services for the business, and then establish acceptable metrics for success. This includes factors such as efficiency, user base and design factors. It is also crucial to choose the right technology expert – for example companies that specialize in a particular platform may be able to promise higher levels of performance than a more generalized service provider.

After the SLA goals have been established teams must establish a strategy to keep them. This usually means putting in place systems that monitor progress and alert the team of problems in meeting the targets.

A well-designed SLM process also includes continuous improvement processes. These processes will allow teams to improve and learn through the metrics they track. For example, if a NOC service is frequently not meeting its SLA for answering calls within 30 seconds it should be able to figure out the reason why this is happening and fix it.

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