Service Level Management is a process within the ITIL design stage. It is focused on ensuring that the agreed upon service levels are met by monitoring reports and identifying areas of improvement. It also ensures that services are scalable, and that any changes to infrastructure are done in accordance with requirements. This can help to reduce any potential issues that may arise due to a rapid increase of capacity or performance.
To achieve this, you need to establish a system that establishes realistic goals and ensures they are continually examined for their effectiveness. Teams must work together to ensure that SLAs have the flexibility necessary to allow for change while still keeping 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 for example, you promise that your website will load in 0.1 milliseconds but they don’t notice the difference until they visit again, you have wasted your time and effort.
SLM is a specialized field that requires teams to work closely together. OTRS can assist with this by providing infrastructure tools and configuration options to meet the requirements of your service level management process. To get started, contact us today to learn more about the way our software can meet your needs, and then begin improving your ITIL process.