Service Level Management is one of the processes that are part of the ITIL service design phase and is focused on ensuring that the agreed levels of service are met through monitoring reporting, identifying, and addressing any areas of improvement. It also ensures that services are scalable, and that any changes to infrastructure are implemented in accordance with requirements. This reduces any issues that might result from rapid growth of capacity or performance.
To accomplish http://www.slm-info.org/2021/12/29/generated-post-3 this, you need a solid process that sets achievable goals and ensures they are constantly reviewed to evaluate their effectiveness. Teams must work together to ensure that SLAs are flexible enough to be able to adapt and still fulfill the promises made to customers.
When you set your SLAs, be aware that users may not necessarily notice a difference unless it is far beyond their expectations. If you promise that your pages will load in 0.1 milliseconds and users don’t notice any difference when they return, you’ve wasted both their time and energy.
SLM is a discipline that requires close collaboration between teams. OTRS can help with this by providing infrastructure as well as tools and configuration options to meet the requirements of your service level management process. Getting started is easy – contact us today to learn more about how our software will fit your particular requirements and begin improving your ITIL process.