The Power of SLM

Every new IT technology boasts of the benefits it provides end user organizations. In the case of service level management (SLM), IT managers get a part of the reward as well.

SLM brings IT managers increased confidence. It reports and provides an observable metric that proves the managers are providing the contracted level of service, explains Jerry Murphy, director of network management services at RPM Consulting Inc., a Computer Horizons company (

In addition, he says, sites can increase profitability by providing a proven quality of service. Some IT organizations are able to differentiate their billing based on the quality of service provided, even offering premium-level service at a higher price.

While agreeing to provide pre-determined levels of service may seem intimidating, some managers are using it to their advantage. SLM technology can help managers identify the service levels provided, putting them in a better position to negotiate requirements, roles and responsibilities; consequences if requirements are unmet; and conditions under which service levels may change within service level agreements (SLAs).

"If you can establish reasonable service level and thresholds, you’ve just specified your success," explains David Burns, vice president of marketing for Luminate Software Corp. (

Also, use of SLM tools allow IT managers the resources to educate business managers on how changes -- in workload, number of users and number of applications supported -- impact the IT organization and the corporate costs, says Wayne Morris, vice president of corporate marketing for BMC Software Inc. (

"Starting with a component of continuous improvement, SLM can help managers define up front which services are to be delivered and the ownership of those processes," Morris says. "This allows IT to become more critical to the success of each business initiative."

Also See:
SLM/SLA: Setting High Marks and Solving Problems
Managing Service Level Agreements with Automated Tools