Service Level Management is the process by which services (and their service levels) are defined and negotiated. They are then delivered, reviewed, and evaluated.

It allows IT resource planning to be accurate, thereby reducing costs and achieving more consistency in customer experience. Regular reporting and KPIs allow for quick reaction to any irregularities.

SLM relies on metrics and service level agreements to set customer expectations. These can range from how long it takes to resolve an issue to the time taken to respond to a customer ticket.

A strong SLM culture is also dependent on the development and implementation of training materials. This includes identifying training requirements and testing staff members to ensure retention.

Continuously monitoring performance and adjusting service levels to keep customers happy is another important aspect of SLM. 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 includes a key element of improving customer satisfaction. This can lead to higher revenue and company value. Both the IT and business departments must constantly seek new ways to increase the customer’s satisfaction.

Service level management is an ongoing and complex process. It requires a well-staffed team and processes that are rock-solid. It requires an experienced team that can be relied upon to detect problems and issues well before they escalate. It’s also essential to have the right tools for managing SLAs and OLAs, such as alert workflows, system context, and more.