Service Level Management is a process in the ITIL design phase. It focuses on ensuring agreed service levels are met via monitoring reports, and identifying areas for improvement. It also assists in ensuring that the services are scalable and that any infrastructure changes are made in line to the requirements, thus reducing potential issues with a rapid growth in capacity or performance.
To accomplish this, you require a rock-solid process that sets reasonable goals and ensures they are continuously evaluated to determine their effectiveness. Teams must collaborate and work together to ensure that SLAs are established with the right flexibility to allow for changes while still keeping the promises made to customers.
When you’re setting your SLAs, be aware that visitors won’t necessarily notice http://www.slm-info.org/2021/12/29/generated-post-3/ an improvement in the event that it exceeds their expectations. If you claim that your pages will load within 0.1 milliseconds, but users don’t notice a change when they return, you’ve wasted their time and energy.
SLM is a complex discipline that requires teams to work closely together. OTRS provides the infrastructure tools, configuration, and options to help you with your processes for managing service levels. Starting is easy – simply get in touch to learn more about what our software can do to meet your specific requirements and begin improving your ITIL process.
