Service Level Management is a process in the ITIL design stage. It focuses on ensuring the agreed-upon service levels are met via monitoring reports and identifying areas of improvement. It also helps ensure that the services are scalable and that any changes to infrastructure are in line with requirements, reducing any problems that could arise from an abrupt increase in capacity or performance.
To achieve this, you need to have a solid process which sets realistic targets and ensures that they are regularly assessed for their efficacy. Teams need to work together and collaborate to make sure that SLAs are set with the right flexibility to allow for change and still meet the promises that have been made to customers.
When setting your SLAs, be aware that users may not necessarily notice an improvement unless it goes well beyond their expectations. For instance, if say to users that your site will load in 0.1 milliseconds, but they don’t notice the difference until they return, you have wasted your time and effort.
SLM is a complex discipline that requires teams to work in tandem. OTRS provides the infrastructure tools, tools, and configuration options needed to support your service level management processes. Contact us today to learn more about how our software can help you improve your ITIL process.
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