What is a key success factor in Service Level Management?

Establishing shared views of target service levels is a key success factor in Service Level Management because it ensures that both the service provider and the customer have a mutual understanding of what is expected from the service. This shared understanding helps in setting realistic, measurable, and agreed-upon outcomes that can be monitored and evaluated over time. By aligning expectations, both parties can work collaboratively towards achieving those service levels, leading to enhanced satisfaction and trust.

Moreover, when the target service levels are clearly defined and agreed upon, it facilitates better communication, reduces misunderstandings, and allows for more effective performance tracking. This alignment also supports the continuous improvement of services, as any deviations from the agreed levels can be addressed more specifically and promptly. Overall, establishing shared views helps build a strong foundation for successful service delivery and stakeholder engagement.