Each company takes a different approach to Service Level Management differently. There are a few standard best practices to follow as a guide. This includes listing the services provided as well as what is not to avoid misinterpretation and assumptions by either party; identifying performance metrics, which include a definition of the term and method of measurement, which includes the expected turnaround time setting up responsibility and escalation procedures and negotiating the tradeoffs between service costs and costs.
SLM helps ensure that everyone is on the same page so that departments don’t get involved in squabbles about who is responsible for what. This is especially important if you work with external vendors. The process of capturing SLAs clearly can prevent confusion that could lead to delayed delivery dates, poorly performing metrics, and unhappy customers.
In addition, SLM can help you remain agile by continuously reviewing and monitoring your service levels and services. It is then possible to make quick changes if necessary.
It will also help you improve the quality of your service to ensure that you meet or even exceed your desired goals. For example, you might want to increase the speed at which your site loads. You may not see any improvement if you go beyond the threshold.
SLAs can be a huge draw for potential customers as they provide an overview of what their investment in your service will be. A dedicated team for SLM is a great idea since it guarantees that their efforts are not overlooked or forgotten after the contract is signed.
http://www.slm-info.org/2021/03/01/cybersecurity-2021-whats-new/