SLM: SLA management can transform your business
We have already talked here about the importance of Service Level Agreement (SLA) to monitor IT projects. By using previously defined metrics and fixed deadlines, it is possible to combine quality of services with customer satisfaction. Another key issue is seen on SLA day by day, the subject of this post: SLM.
SLM is no other than SLA Management, which covers from business agreements to services themselves. The purpose of this type of management is to get SLA metrics off the drawing board and put them into action. The result: higher quality deliveries.
After all, who puts SLM into practice?
SLM-Service Level Management has in its value chain, SLA documentation, monitoring, execution and reporting. Therefore, it is important that the project manager is directly connected to it. However, also the teams of business, support, services and even finance may be involved in issues related to SLA.
In other words, SLM has a fluctuating and extensive demand that requires attention from several professionals who have their duties interconnected with regard to customer satisfaction. It is important to highlight that SLM must be applied after the SLA has been previously defined and that it can act with adjustments even before a project enters into execution.
Thus, it avoids mistakes along the way and supports the team in achieving the proposed goals. For managers, managing SLA means to monitor closely each stage of a project, avoiding irreversible and high-cost problems. In addition, SLM allows not only monitoring, but also to analyze the team’s commitment and productivity.
How about my business, how to apply it?
The first step is to study the current scenario and the level of maturity of SLAs already applied by the company. From then on, it is necessary to trace how your team is following the Service Level Agreements and which actions are taken on a day to day basis. Therefore, with important data in hand, it is time to create efficient management actions – here your team will effectively apply the SLM.
Technology: the key to an efficient SLM
Your SLA without SLM certainly will be compromised. There is only success by management and management based on real data and closely monitored. That is why using an efficient platform for registering and sharing activities, deadlines and information related to the project is essential.
In the case of Ellevo Platform, we see customers like Forbiz optimizing SLAs management because of updated data and reliable records. Volumetric reports are just a click away, for example, allowing managers to make decisions within the necessary deadlines to optimize the routine.
Renault-Nissan, while leaving behind a manual process during the creation of its Shared Services Center (SSC), also began to optimize team work through the benefits of the platform. The result was a 30% increase in productivity.
For your company’s SLM to run efficiently, the management must go hand in hand with technology. Among the gains of a management platform within SLM are quickly generating reports, efficient communication between several sectors and a reliable history of already performed processes.
If you wish to know more about SLM and how we can support you in improving your SLA management, contact our team!