http://www.slm-info.org/2021/03/09/the-benefits-of-slm
Having a solid process to manage service level management is vital for companies to keep user satisfaction at the heart of every decision across departments. Making decisions in the context of their impact on users ensures that everyone is on the same page, and ensures that you’re putting satisfaction of customers over other business goals.
SLM is powerful tool that allows teams and companies to accurately communicate the quality of their service. It also allows for continuous improvement of service. It requires careful planning and meticulous management to implement, but if executed correctly, it can help companies keep their promises to their customers.
SLAs are a vital element of SLM. These documents should include specific, clear and measurable business results that can be used for performance evaluation. Additionally, they should be designed with enough room for error, so that teams can uphold their commitment without jeopardizing the overall experience for customers.
A rock-solid SLM must have processes for analyzing performance and the occurrence of exceptions. This includes automated alert monitoring systems that ensure the proper response to any issue that comes up. These processes are crucial to maintaining an effective and stable infrastructure, and ensuring customer satisfaction. It’s also important to establish metrics and reporting that can be used to know and communicate the present status of service quality, including how SLA targets are trending.