Service Level Management (SLM), is a process that ensures services (and, therefore, service levels), are defined, negotiated and delivered.

It allows IT to be planned more accurately, which reduces costs while ensuring a better customer experience. Regular reporting and KPIs allow for quick reaction to any irregularities.

SLM includes establishing service level agreements and metrics with the goal to set customer expectation that can be met. These can range in length from the response time to a support ticket to the resolution.

A strong SLM culture is also dependent on the development and implementation of training materials. This includes identifying staff training requirements and testing them to ensure retention.

SLM is also important in continuously monitoring performance, and adjusting service levels as needed to keep clients happy. SLM allows companies to constantly improve their offerings, and build trust in their clients.

SLM also includes improving customer satisfaction as it can increase revenue and value. It is vital that both IT and the Business departments continually strive to find ways to increase customer happiness.

Service level management is an ongoing and complex process. It requires a well-staffed team and processes that are rock-solid. It requires a team of specialists Service Level Management who can be trusted to catch problems and issues before they become critical. It is important to use the right tools when managing SLAs.