The service level management (SLM) strategy should define a list of key performance indicators that benchmark the SLAs. This benchmarking or reporting must be done at regular intervals.
The goal of using SLM is to:
· Improve your IT staff's understanding of business process requirements
· Improve IT service quality in terms of:
- Availability
- Performance
- Accuracy
- Reporting
· Increase business department satisfaction
· Improve the motivation of your IT staff
· Facilitate internal resource allocation planning
Defined SLAs
Define the following:
· Whether Service Level Reporting is required in your organization
· Create a team responsible for defining Service Level Reporting
· Define the Scope of Your Reporting
· Define Acceptable Service Levels
· Define a Service Level Agreement
· Establish Service Level Reporting
· Establish Monitoring procedures for your Service Level Reporting
Defined SLM strategy