To set up service level management (SLM) by using service level reporting (SLR) to measure compliance with a service level agreement (SLA)
SLM strategy defined
1. Define a team responsible for SLM.
2. Define the scope of SLR.
3. Define acceptable service levels.
4. Define key performance indicators (KPIs) for the following items:
- Response time for errors
- Availability
- Performance
5. Define an SLA.
6. Establish regular SLR.
SLM set up