A useful site process to manage service levels ensures that all IT services provided to customers meet agreed-upon standards of quality. It involves ensuring that Service Level Agreements are in place and being observed, measuring and reporting on the service levels, and constantly striving to improve the quality of service offered over time.

It is crucial to have the correct tools in place to accomplish all of this. The systems and processes that define service levels are outsourced to third party companies. Therefore, it is essential to know how best to manage them within the context of your own SLM processes.

The first step to set up an SLM process is determining what services are important to the company and establishing a reasonable set of metrics for success. This usually involves taking into consideration aspects like efficiency, user base, and design aspects. It is also important to select the right expertise in technology For instance a company that is specialised in a particular platform might be able to guarantee higher levels of performance than a more generalized service provider.

After the SLA targets are set and the team has to develop a plan to maintain them. This usually involves creating systems to monitor progress, and automatically alert the team when there are problems in meeting the goals.

Furthermore, a strong SLM process will have built-in continuous improvement procedures. These processes will allow teams to improve and learn from the metrics that they collect. For example, if a NOC service is consistently not meeting its SLA to answer phone calls within 30 seconds, it should be possible to identify the reasons for this, and then correct it.