Service Level Management is a process in the ITIL design phase. It focuses on ensuring the agreed-upon standards are met through monitoring reports and finding areas to improve. It also assists in ensuring that services top article are scalable, and that any changes to infrastructure are made in line with the specifications. This can help to reduce any issues that might arise with a rapid increase of capacity or performance.
To accomplish this, you need a rock-solid process that sets achievable goals and ensures they are continually evaluated to determine their effectiveness. Teams must work together and cooperate to ensure that SLAs are created with the appropriate flexibilities to allow for changes while still keeping the promises made to customers.
When you set your SLAs, be aware that users may not necessarily notice a difference unless it goes well beyond their expectations. For example, if you promise that your website will load in 0.1 milliseconds, and they don’t notice the difference until they visit again then you’ve wasted their time and your effort.
SLM is a very complex discipline that requires teams to work closely together. OTRS provides the infrastructure tools, tools, as well as configuration options needed to support your processes for managing service levels. It’s easy to get started – simply contact us to learn more about what our software can do for your specific requirements and begin improving your ITIL process.