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Setting Up a Service Level Management Process

A service level management system makes sure that all IT services provided to customers are of agreed standards of quality. It involves ensuring that Service Level Agreements (SLAs) are in place, are adhered to and service levels are tracked and reported.

It is vital to have the correct tools in place to achieve all of this. Ofttimes, the systems and processes that define service levels are contracted out to third party. It is essential to understand how to manage them within your own SLM process.

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The first step to set up an SLM process is determining the services that are essential to the company and establishing a reasonable set of metrics for the success of the process. This typically involves analyzing aspects like efficiency, user base, and design considerations. It is important to select the expertise in technology that a company that is specialized in a particular platform may be able to guarantee greater performance than a generalised service provider.

After the SLA targets have been set and the teams have to establish a strategy to ensure they you can try these out are met. This typically involves implementing systems that monitor the progress of the team and notify them immediately when there is a problem in achieving goals.

In addition, a solid SLM process will incorporate continuous improvement processes. This will help teams learn from the metrics they collect, and then find ways to improve the processes that cause them problems. If, for instance the NOC service repeatedly fails to meet its SLA of answering phone calls within 30 seconds, then it is possible to pinpoint the reason and fix it.

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