A service level management system ensures that all IT services provided to customers comply with agreed standards of quality. It involves ensuring Service Level Agreements (SLAs) are in place, are being fulfilled and that service levels are monitored and reported on.

It is vital to have the right tools in place for all of this. Often the processes and systems used to define service levels are contracted out to third party. It is crucial to understand how to manage them within your own SLM process.

The first step in setting up an SLM process is determining the essential services to the company and establishing the appropriate measures of the success of the process. This includes factors such as effectiveness, user base and design aspects. It is crucial to choose the expertise in technology you require that a company that is specialized in specific platforms may be able commit to greater performance than general service providers.

After the SLA goals are established the teams need to create an action plan to ensure they are met. This typically involves implementing systems that monitor progress and notify the team immediately when there is a problem in meeting the goals.

A solid SLM process also incorporates continuous improvement processes. These processes will allow teams to improve and learn by studying the metrics they track. For example, if a NOC service is often not able to meet its SLA for answering phone calls within 30 seconds it should be able http://www.slm-info.org/2020/05/07/what-is-slm to figure out why this is happening, and fix it.