Service Level Management is one of the processes within the ITIL stage of service design and focuses on ensuring that agreed upon levels of service are met through monitoring reports, and identifying areas for improvement. It also assists in ensuring that services can be scaled, and that any modifications to infrastructure are made in accordance with requirements. This eliminates any issues http://www.slm-info.org/2020/04/17/service-level-management-slm-benefits/ that might arise with a rapid increase of capacity or performance.
To achieve this, you require an established process that establishes realistic goals and ensures that they are continually assessed to determine their efficiency. Teams must work together to ensure that SLAs have the flexibility to accommodate changes while still delivering the promises made to customers.
When setting your SLAs be aware that users won’t necessarily notice an improvement when it’s far beyond their expectations. For instance, if claim that your pages will load in 0.1 milliseconds, but they don’t notice a difference when they return, you have wasted your time and effort.
SLM is a field that requires close collaboration between teams. OTRS can help with this by providing infrastructure tools and configuration options to support the requirements of your service level management process. Contact us to find out how our software can help you improve your ITIL process.