As an overview of Service Level Management, the process will generally consist of the following interrelated activities: (not necessarily in chronological order)
- Develop contacts and relationships
- Design an SLA framework
- Determine, document and agree requirements for new services
- Negotiate and develop SLAs
- Review and revise SLAs, underpinning agreements, Operational Level Agreements and service scope
- Monitoring service performance against SLAs
- Produce service reports
- Conduct service reviews and instigate improvements within an overall Service Improvement Plan (SIP)
- Collate measure and improve customer satisfaction
Managing complaints and compliments.