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Setting Up a Service Level Management Process

A process for managing service levels ensures that all IT services delivered to customers are in accordance with agreed-upon levels of quality. It is about making sure that Service Level Agreements are in place and being fulfilled, assessing and reporting on service levels, and continuously striving to improve service levels over time.

It is crucial to have the right tools in place to accomplish all of this. Ofttimes the systems and processes used to define the service levels are subcontracted out to third party. It is therefore essential to know how you can best manage them in the context of your own SLM processes.

The first step in setting up a SLM process is to determine what services are important to the business and setting reasonable metrics for the success of the process. This includes factors such as effectiveness, user base, and design considerations. It is important to select the expertise in technology of a company that is focused on a specific platform may be able to commit to greater performance than a generalised service provider.

After the SLA goals have been established teams must implement a strategy to keep them. This typically involves implementing systems that monitor progress and alert the team immediately when there is a problem in achieving goals.

A strong SLM process also incorporates continuous improvement processes. These processes will enable teams to improve and learn by analyzing the data they collect. If, for instance an NOC service repeatedly fails to meet its SLA of answering phone calls within 30 seconds, then it’s possible to identify the root cause and correct it.

Service Level Management

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