Service Level Manager

8	DEFINING SERVICE LEVELS

There are three important points to consider when dealing with defining service levels, and these are covered in this chapter.

Without doubt, defining service levels is a major responsibility for an SLM and one that can cause immeasurable difficulties if not considered carefully.

There is often pressure to define all service levels as soon as possible with a view to getting everything ‘sorted out’ at the first attempt. As you would expect, this in itself is usually a mistake that can lead to further mistakes and a situation akin to a world record attempt at domino toppling.

In addition, many SLMs feel the pressure to offer and agree service levels that will be seen to satisfy the customer. Thus, the language ...