http://www.slm-info.org/2021/03/01/cybersecurity-2021-whats-new/

A sound process for managing service level management will aid companies in keeping user satisfaction at the forefront of decisions across departments. Framing choices in the context of how they impact users ensures that everyone is on the same page, and makes sure that you’re prioritizing customer satisfaction over any other goals for business.

SLM is a powerful framework that allows teams to create a precise picture of the quality of service they provide and to enable continuous improvement in service (CSI). Implementation requires careful planning and meticulous management, but if done correctly, it can help organizations fulfill their obligations to clients.

SLAs are an essential element of SLM. These documents must be specific, clear, and contain tangible business outcomes that can be used to measure performance. They should also be designed with enough room for error, so that teams can adhere to them without risking the overall customer experience.

A solid SLM must have processes to monitor performance and any exceptions. This includes an automated alert monitoring systems that ensure the correct response to any issue that occurs. These processes are essential for maintaining an efficient and stable infrastructure, while also ensuring customer satisfaction. It’s also crucial to establish metrics and reports that can be used to understand and communicate the current situation of service quality including how SLA targets are trending.