Service Stage Administration (SLM) is a structured method to defining, agreeing upon, documenting, and managing ranges of service. It entails establishing clear expectations between a service supplier and its buyer. For instance, an Info Expertise division may use it to specify the uptime, response occasions, and assist procedures they’ll present to inner customers of a crucial enterprise software.
Efficient software of this framework ensures that service supply aligns with enterprise wants and priorities. Advantages embody improved buyer satisfaction, elevated operational effectivity, and higher useful resource allocation. Traditionally, its adoption has grown in tandem with the growing complexity and reliance on exterior and inner service suppliers, resulting in a necessity for formal agreements and monitoring processes.