A service level management process ensures that all IT services offered to customers comply with agreed-upon levels of quality. It includes making sure that Service Level Agreements are in place and are being fulfilled, assessing and reporting on the service levels, and continuously striving to increase the quality of service over time.

It is essential to have the correct tools in place to achieve all of this. Most often the systems and processes used to define service levels are leased out to third parties. It is important to know how to manage them within your own SLM process.

The first step in setting up an SLM process is determining what services are crucial to the business and establishing a reasonable set of measures of the success of the process. This includes aspects like effectiveness, user base and design considerations. It is crucial to choose the technology expertise that a company that is specialized in specific platforms may be able to guarantee higher performance levels than general service providers.

After the SLA goals have been established and the teams have to implement a strategy to keep them. This usually means implementing systems that track progress and alert teams automatically when there are problems in meeting the targets.

A robust SLM process also includes ongoing improvement processes. These will enable teams to gain insight from the metrics they collect, and then find ways to improve the processes that cause problems. For instance, if an NOC service is frequently not meeting its SLA for answering calls within 30 seconds, it should be possible to identify the reason for this, and correct it.

http://www.slm-info.org/2020/04/17/service-level-management-slm-benefits