Service Level Management is one of the procedures within the ITIL service design stage and focuses on ensuring that agreed levels of service are met through monitoring reporting, identifying, and addressing areas for improvement. It also ensures that services are scalable, and that any changes to infrastructure are done 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 accomplish this, you require a rock-solid process that sets achievable goals and ensures they are constantly evaluated to determine their effectiveness. Teams need to work together and cooperate to make sure that SLAs are set with the right flexibility to allow for change while still keeping the promises that have been made to customers.
When you set your SLAs, be aware that users may not necessarily notice an improvement when it’s far beyond their expectations. For instance, if you claim that your pages will load in 0.1 milliseconds but they don’t notice the difference http://www.slm-info.org/2022/04/27/data-room-software-for-business-analysts-and-legal-teams when they return they will be wasting their time and your effort.
SLM is a discipline that requires close collaboration between teams. OTRS can assist with this by providing infrastructure, tools and configuration options to support the needs of your service level management process. Contact us today to learn more about how our software can help improve your ITIL process.