http://www.slm-info.org/2021/03/01/cybersecurity-2021-whats-new
Having a solid process to manage service level management is a necessity for companies to keep user satisfaction at the center of every decision across departments. Making decisions in the context of their impact on users helps everyone stay on the same page and ensures that you’re prioritizing satisfaction of customers over other goals for business.
SLM is a powerful framework that allows teams to draw a clear picture of the quality of the service they provide and allows continuous improvement of service (CSI). It requires thoughtful planning and a meticulous management approach to implement, but once done correctly, it will help organizations deliver on their commitments to their customers.
SLAs are an essential element of SLM. These documents must be precise and clear. They should also contain tangible business outcomes that can be used to evaluate the performance. They must be designed to accommodate mistakes so that teams can adhere to them without compromising the overall customer experience.
A rock-solid SLM must incorporate processes to monitor performance and any exceptions. This includes automated alert monitoring systems that ensure that the proper response is provided to any issues that occur. These processes are key to maintaining an efficient infrastructure and scalability in a manner that’s suitable for the company without compromising customer satisfaction. It is also essential to establish metrics and reporting that will help understand and communicate the current state of service quality, including how SLA targets are changing.