Service Level Management is a process within the ITIL design phase. It focuses on ensuring agreed service levels are met through monitoring reports, and identifying areas for improvement. It also helps ensure that services are scalable, and that any changes to infrastructure are made in accordance with requirements. This helps to avoid the possibility of issues that could arise due to a rapid increase of capacity or performance.
To achieve this, you require an established process that establishes reasonable goals and ensures they are continuously reviewed to evaluate their effectiveness. Teams need to work together and collaborate to make sure that SLAs are created with the appropriate flexibilities to allow for over here changes while still keeping the promises that have been made to customers.
When you set your SLAs be aware that users may not necessarily notice a difference in the event that it exceeds their expectations. If you say that your pages will load within 0.1 milliseconds and they don’t notice a difference when they return, you’ve wasted both their time and energy.
SLM is a specialized field that requires teams to work in close collaboration. OTRS can assist with this by providing infrastructure, tools and configuration options to meet the requirements of your service level management process. Getting started is easy – simply get in touch to find out what our software can do to meet your specific requirements and begin improving your ITIL process.
