Platforms Glossary
SLM (service-level management) is a set of ongoing actions that focuses on continually improving service tasks and functions using service-level agreements (SLAs) to ensure that service-level objectives (SLOs) are being met to accommodate the ever-changing requirements of a customer/vendor relationship. In a business, these service levels are initially defined with an SLA and SLO to ensure that all parties are on the same page when it comes to responsibilities and duties that will be provided.
When service-level targets are not met, it can drastically alter a client's perception of an organization. This can be particularly damaging to SMBs that rely on word-of-mouth recommendations or online reviews to generate new leads. SLMs ensure that these levels are continually met after they have been defined. Additionally, SLMs can aid in more clearly defining roles for employees to improve accountability among all employees.