Service Level Management
(การจัดการระดับบริการ)
Definition
Service Level Management (การจัดการระดับบริการ) Hard Skill
Service Level Management is the process of defining, negotiating, and monitoring service agreements to ensure that the delivered services meet agreed-upon quality and performance standards.
Expertise Level
Level 1
Basic
1. Understands the basic concepts of service levels and service agreements.
2. Can assist in documenting and tracking service requests.
3. Recognizes the importance of meeting service expectations.
Level 2
Intermediate
1. Able to develop and negotiate Service Level Agreements (SLAs) with stakeholders.
2. Monitors service performance against defined metrics and reports findings.
3. Coordinates with teams to ensure service delivery aligns with agreed standards.
Level 3
Advanced
1. Leads the continuous improvement of service level frameworks and processes.
2. Analyzes service performance trends to proactively resolve potential issues.
3. Establishes strategic partnerships and manages complex SLA negotiations to maximize service value.
