Service Level Management is a process within the ITIL design phase. It is focused on ensuring that the agreed-upon standards are met through monitoring and reporting, as well as identifying areas of improvement. It also helps ensure that services can be scaled, and that any modifications to infrastructure are made in line with the specifications. This can help to reduce the possibility of issues that could arise with a rapid increase of capacity or performance.
To achieve this you need to have a solid process that sets realistic targets and ensures that they are regularly evaluated for their effectiveness. Teams must work together to ensure that SLAs have the flexibility necessary to allow for change and still fulfill the promises made to customers.
When you are setting your SLAs be aware that users don’t necessarily notice an improvement when it’s far beyond their expectations. If you promise that your pages will load in 0.1 milliseconds but they don’t notice a difference when they return, you’ve wasted both their time and effort.
SLM is a specialized field that requires teams to work in close collaboration. OTRS offers the infrastructure tools, tools, as well as configuration options required to support your processes for managing service levels. Getting started is easy – simply get in touch to find out what our software can do for your needs, and then begin improving your ITIL process.
