Service Lifecycle Management (SLM) is a strategic method of assisting businesses in achieving the lifecycle of a product as it is being used by the end-user. Service lifecycle management application encompasses many processes and strategies to support a company's efforts to improve the service life of their products. By increasing levels of service reliability, customer satisfaction and operational productivity, SLM helps organizations reduce cost through a consistent improvement in quality. It supports product growth by addressing two major issues that impact on the lifecycle of a product: service reliability and service availability.
The lifecycle begins when the decision is made to purchase the product from the manufacturer. It ends when the end user has used the product and wishes to replace some or all of the service parts. Service lifecycle management application is often considered a technical process, which focuses on identifying and prioritizing the work to be completed for each "cell" of the system, such as the network, the database, and application servers. It also includes efforts to find and replace lost or defective parts. In addition to these efforts, SLM also incorporates improvements to the quality of service delivered, such as reducing the number of first-time fix rates, reducing charge-backs, increasing the number of hours of programming available per day and decreasing demand in the database to fulfil expected levels of incoming work... Read more