How Crucial is Service Level Management for an Organization?

By CIOReview | Thursday, October 10, 2019

The design of the SLA ought to be computable and entirely backed by the OLAs, on which they are wholly dependent.

FREMONT, CA: Service level management is considered to be one of the most crucial and essential capabilities within IT service management (ITSM). It can assist the IT department in building stronger relationships between the brand and the customers. It ensures that every ITSM process, operational level agreements, and foundational contracts are prepared suitably for the service level targets. The system also monitors and reports on service levels, carries out regular service reviews with customers, and recognizes required improvements.

The central function of the service level management practice is to set aside the business-based targets for service levels. Additionally, it also makes sure that the delivery of service is adequately evaluated, tracked, and managed. Any organization that is struggling with the termination of the customer relationship, and are looking forward to enhancing its delivery services need to adopt a few ways to make better use of service level management.

Include the Customers:

A prosperous service level management requires planning, agreements, and an understanding between the two parties. By involving the customer in the process from the inception can be an effective method to gain better results. It is significant to listen to their desires and needs as well as put forward the services that companies can share to ensure transparency. It might so happen that service providers and customers can go through a failed agreement due to the indecisiveness or lack of proper understanding of a party. It can be saved by clearing it before any operations begin and utilize the time during misunderstandings to resolve the issue. Involving the customer in the development contracts, SLAs, and processes can make them feel valued and heard. It can ultimately improve the level of loyalty they can bring to the IT organization and its services.

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Easy Methods for Feedbacks: 

It is essential to listen to the customer complaints but take them as a learning experience and not criticism. It is always better to have a complaint procedure in place, which can help prevent unnecessary complaints and show the customers what best they can do for it.

Some organizations deliver services efficiently and meet their expectations. These organizations are not likely to hear any complaints from their customers, but keeping themselves available irrespective of that is appreciable. It is a significant reason to hold regular service level management reviews that can act as a platform for the employees as well as the customers to catch-up with their service deliveries. Unlike any other annual meetings, these gatherings will create a feeling of sincerity about the brand in the customer and help in strengthening their relationships. 

Transparent Responsibilities:

By letting the customers know the offered services precisely can help in eliminating any future arguments and maintain a healthy relationship without any threats. A massive amount of responsibilities can fall on the shoulders of the service providers to secure their customer relationships, but it is equally essential for the customers to cooperate with them. When it comes to responsibilities in ITSM practice, most people instantly recall responsible, accountable, consulted, and informed (RACI) matrix tools, which makes life convenient. Carrying a documented chart to emphasize the responsibilities allow every party to understand the expectations of them as well as others, and make it challenging for anybody to oppose it during an emergency.

Prioritize Operational Level Agreements:

Most of the time, IT organizations do not get through with their service level management efforts because their operational level agreements (OLAs) are not in place and are independent of the SLAs. An SLA is an agreement that the organization holds with its customer, whereas an OLA is an agreement carried out between an IT service provider and other parts of the same organization. It is vital to prioritize OLAs irrespective of having strong SLAs because, without them, SLAs are not of any use.