Service Level Management is one of the procedures within the ITIL service http://www.slm-info.org/2020/04/17/service-level-management-slm-benefits design stage. It concentrates on ensuring that agreed levels of service are met through monitoring reports, and identifying any areas of improvement. It also assists in ensuring that the services are scalable and that any infrastructure changes are in line with the needs, reducing problems that could arise from an abrupt growth in capacity or performance.
To accomplish this, you have to implement a well-established process that sets realistic targets and ensures they are constantly evaluated for their effectiveness. Teams must work together to ensure that SLAs have the flexibility to allow for changes while still fulfilling the promises made to customers.
When you are setting your SLAs, be aware that users won’t necessarily notice an improvement in the event that it exceeds their expectations. If you say that your website will load in 0.1 milliseconds and users don’t notice any difference when they return, you’ve wasted their time and energy.
SLM is a discipline that requires close collaboration between teams. OTRS provides the infrastructure tools, tools, and configuration options required to support your service level management processes. Starting is easy – simply get in touch to find out the way our software can meet your unique needs and start improving your ITIL process.