Service Level Management is a process in the ITIL design phase. It is focused on ensuring that the agreed-upon service levels are met through monitoring reports and finding areas to improve. It also ensures that services are scalable and that any changes to infrastructure are done in line with the requirements. This reduces the possibility of issues that could arise from a rapid expansion of capacity or performance.
To achieve this, you require a rock-solid process that sets reasonable goals and ensures they are regularly assessed to determine their efficiency. Teams must work together to ensure that SLAs are flexible enough to accommodate changes while still fulfilling the promises made to customers.
Be aware that users may not notice a change until it is more than their expectations. For instance, if for example, you claim that your pages will load in 0.1 milliseconds, and they do not notice the difference when they return, you have wasted your time and effort.
SLM is a discipline that requires close collaboration between teams. OTRS provides the infrastructure, tools, and configuration options required to support your service level management processes. Contact us for more information on how our software can assist you improve your ITIL process.
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