Service Level Management is one of the processes within the ITIL stage of service design and is focused on ensuring that agreed levels of service are met by monitoring reports, and identifying areas read here for improvement. It also helps to ensure that the services are scalable, and that any infrastructure changes are in line with the requirements, minimizing any problems that could arise from an abrupt increase in capacity or performance.
To accomplish this, you have to establish a process that sets realistic goals and ensures they are constantly reviewed for their effectiveness. Teams must collaborate and work together to ensure that SLAs are designed with enough flexibility to allow for changes while still meeting the promises that have been made to customers.
When you’re setting your SLAs, be aware that users won’t necessarily notice a difference unless it goes well beyond their expectations. For example, if you promise users that their pages will load in 0.1 milliseconds, but they don’t notice a difference when they visit again then you’ve wasted your time and effort.
SLM is a very complex discipline that requires teams to work in tandem. OTRS can help with this by providing the necessary infrastructure as well as tools and configuration options to support the requirements of your service level management process. Contact us to find out how our software can assist you improve your ITIL process.