Service Level Management is a process within the ITIL design phase. It is focused on ensuring that the agreed upon service levels are met via monitoring reports, and identifying areas for improvement. It also helps to ensure that the services are scalable, and that any infrastructure changes are made in line with the needs, reducing problems that could arise from an abrupt increase in capacity or performance.
To accomplish this, you have to implement a well-established process that establishes realistic goals and ensures that they are regularly reviewed for their effectiveness. Teams must collaborate to ensure that SLAs have the flexibility necessary to allow for changes while still fulfilling the promises made to customers.
Be aware that visitors may not notice a change until it is greater than what they expected. If you promise that your website will load in 0.1 milliseconds and they don’t notice a difference when they return, you’ve click here to read wasted their time and energy.
SLM is a field that requires close collaboration between teams. OTRS can help you with this by providing the required infrastructure as well as tools and configuration options to support the requirements of your service level management process. Getting started is easy – contact us to find out what our software can do for your needs, and then begin improving your ITIL process.
