DWS Service Desk Rescue Series: The Benefits of Service Level Management

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Struggling to keep track of your service levels and the impact they have on your business?

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Service level management is a process that provides a structured approach to the collection, measurement, and reporting of key metrics. It also aims to improve the relationship between business and IT and improve the overall quality of service.

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By implementing service level management, you can enjoy a number of benefits, such as improved attainment of SLA/SLO/KPIs, alignment of SLAs with Voice of the Customer, audit compliant SLAs, improved tracking and trending of SLAs to avoid SLA misses, robust SLA recovery programs, and Continual Service Improvement of SLAs to deliver YTY productivity improvements.

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Wouldn't it be great if you could have all those benefits? Well, now you can with our service level management auditing and consulting service!

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Process Objective:

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• Define the measurements based on business needs and not outside inputs
• Document in detail the methodology of collecting, measuring, reporting, and review of the data
• Increase awareness amongst business and IT about the performance levels
• Improve collaboration between business and IT

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Sample List of Benefits:

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• Improved attainment of SLA/SLO/KPIs
• Alignment of SLAs with Voice of the Customer
• Audit compliant SLAs
• Improved tracking and trending of SLAs to avoid SLA misses
• Robust SLA recovery programs
• Continual Improvement of SLAs to deliver YTY productivity improvements.

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Sample List of Observations:

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• SLAs not aligned to business objectives.
• SLAs attainment inconsistent.
• Misalignment between SLAs and Voice of the Customer.
• SLA results not being shared with the team.
• SLA calculation methodology not thoroughly or correctly defined.
• No reports in place to track and trend SLAs.

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Sample List of Recommendations:

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• Work with business and IT to identify specific SLAs.
• Establish reports to track and trend SLAs.
• Create a centralized portal to post SLA results.
• Allow for a drill-down capability to review missed SLAs in detail.

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As you can see, service level management can offer a lot of advantages for your business. If you're looking for ways to improve your company's performance, implementing an SLM process is a great place to start. With SLM, you can enjoy improved attainment of SLAs, better alignment with customer needs, more robust recovery programs, and continual improvement of SLAs over time. So don't wait any longer - give service level management a try today!

What are your thoughts on service level management? Have you implemented SLM in your own organization? If so, what benefits have you seen? Share your experiences in the comments below! And don't forget to check back next week for more tips on improving business performance. Thanks for reading!

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