Service Level Management is a process within the ITIL design phase. It is focused on ensuring that the agreed upon standards are met through monitoring reports, and finding areas to improve. It also helps to ensure that the services can be scaled and that any infrastructure changes are made in line with the requirements, minimizing any risks associated with a rapid increase in capacity or performance.
In order to achieve this, you’ll need to have a solid process that establishes realistic goals and ensures they are constantly assessed for their efficacy. Teams must collaborate to ensure that SLAs are flexible enough to be able to adapt while still keeping the promises made to customers.
When you are setting your SLAs, be aware that users may not necessarily notice a http://www.slm-info.org/2021/03/09/the-benefits-of-slm difference unless it goes well beyond their expectations. For instance, if for example, you say to users that your site will load in 0.1 milliseconds and then they do not notice the difference when they revisit the site and again, you’ve wasted their time and your effort.
SLM is a discipline that requires close collaboration between teams. OTRS provides the infrastructure, tools, and configuration options required to support your processes for managing service levels. It’s easy to get started – simply get in touch to find out what our software can do for your particular requirements and begin improving your ITIL process.
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