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Service Level Management (SLM) is the process of ensuring that services (and therefore, service levels) are defined, negotiated, delivered and reviewed.

It enables IT resources to be planned accurately, thereby limiting costs and achieving a more consistent customer experience. Furthermore, regular reporting and KPIs make it possible to react quickly to irregularities that may arise http://www.slm-info.org/2021/07/08/generated-post.

SLM begins with the establishment of service level agreement and metrics. The goal is to set customer expectations that are realistic. These can range from the amount of time it takes to respond to a ticket, through to the resolution of the issue.

It is also important to develop and implement training materials in order to create a strong SLM Culture. This includes identifying training requirements and testing staff members to ensure retention.

SLM is also important in continuously monitoring performance, and adjusting service levels as needed to keep clients happy. It allows a company to continually improve and build trust among their clients. This is key for winning new business.

SLM also includes improving customer satisfaction as it can increase revenue and value. It is vital that both IT and the Business departments continually strive to find ways to increase customer happiness.

Service level management is an ongoing and complex process. It requires a well-staffed team and processes that are rock-solid. It requires a group of specialists that can be trusted to identify problems and issues prior to them becoming critical. It’s important to have tools that can be used for managing SLAs or OLAs.