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ABSTRACT:
Service Level Management (SLM) is one way of managing the customer experience. While services are ultimately made up of components such as networks, systems, applications, and security, customers look at the business from a more holistic perspective. How easy is it to place an order? Or resolve a complaint? Or check on inventory? It is these very basic tasks among others that will determine how positively or negatively an enterprise is perceived, and this perception comes directly from the experience of doing business online.
SLM is a best practices approach to IT quality that defines the processes, IT roles, and organizational structures needed to create standards for performance, measure actual performance, and keep services meeting the standards. A lifecycle approach can be used to create a service that has SLM built into it, whether the services rely on third-party providers and the Internet, or are entirely controlled by the organization. Steps in the SLM lifecycle include setting objectives, defining metrics or key performance indicators, taking measurements, assessing service capabilities, ongoing monitoring and exception handling, and improving the service.
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