Service Level Management is a process in http://www.slm-info.org/2020/05/07/what-is-slm the ITIL design stage. It focuses on ensuring agreed service levels are met via monitoring, reporting and identifying areas for improvement. It also assists in ensuring that the services are scalable and any changes to infrastructure are implemented in line to the requirements, thus reducing problems that could arise from an abrupt growth in capacity or performance.
To accomplish this, you require an effective process that is solid and sets achievable goals and ensures they are continually assessed to determine their efficiency. Teams must collaborate to ensure that SLAs have the flexibility to allow for change while still delivering the promises made to customers.
When you are setting your SLAs be aware that users won’t necessarily notice an improvement unless it is far beyond their expectations. For instance, if you promise that your website will load in 0.1 milliseconds but they don’t notice a difference when they revisit the site then you’ve wasted their time and your effort.
SLM is a field that requires close collaboration between teams. OTRS offers the infrastructure tools, configuration, and options required to support your processes for managing service levels. Contact us for more information on how our software can assist you improve your ITIL process.
