http://www.slm-info.org/2021/07/12/generated-post-2/

A service level management system makes sure that all IT Services delivered to customers meet agreed upon levels of quality. It involves ensuring that Service Level Agreements (SLAs) are in place, that they are followed and that the quality of service are measured and reported on.

It is vital to have the correct tools in place for all of this. Often, the processes and systems that determine service levels are outsourced to third-party companies. It is important to understand how to manage them within your own SLM process.

The first step to set up an SLM process is identifying the services that are essential to the business and establishing the appropriate measures of the success of the process. This will often include considering factors such as efficiency of the user base, as well as design aspects. It is important to choose the expertise in technology you require that a company that is specialized in one particular platform might be able to provide greater performance than a generalised service provider.

After the SLA goals have been established teams must implement a strategy to meet them. This usually involves setting up systems that track progress, and notify the team when there are issues with meeting goals.

A strong SLM procedure also includes continual improvement processes. These will enable teams to gain insight from the metrics they collect, and identify ways to improve the processes that cause them issues. If, for example, a NOC service repeatedly fails to meet its SLA of answering telephone calls in 30 seconds, then it’s possible to identify the root of the problem and fix it.