Service Level Management is a process within the ITIL design phase. It is focused on ensuring that agreed service levels are met through monitoring reports and identifying areas for improvement. It also ensures that services are scalable, and that any modifications to infrastructure are made according to the requirements. This reduces any issues that might arise from a rapid expansion of capacity or performance.
To accomplish this, you need a solid process that sets achievable targets and ensures that they are continually reviewed to evaluate their effectiveness. Teams must collaborate to ensure that SLAs have the flexibility to allow for changes and still fulfill the promises made to customers.
Be aware that users might not be aware of a change until it is greater than what they expected. If you promise that your pages will load in 0.1 milliseconds, but they http://www.slm-info.org/2021/07/12/generated-post-2/ don’t see a difference when they return, you’ve wasted both their time and effort.
SLM is a discipline that requires close collaboration between teams. OTRS offers the infrastructure tools, tools, and configuration options to help you with your processes for managing service levels. Starting is easy – contact us today to find out what our software can do for your needs, and then begin improving your ITIL process.
