Service Level Management is one of the steps within the ITIL service design stage. It concentrates on ensuring that agreed levels of service are being met by monitoring reports, and identifying areas for improvement. It also ensures that services are scalable, and that any changes to infrastructure are done in line with the requirements. This can help to reduce the possibility of issues that could arise due to a rapid increase of capacity or performance.
To accomplish this, you need an effective process that is solid and sets achievable targets and ensures that they are continuously reviewed to evaluate their effectiveness. Teams need to work together and collaborate to ensure that SLAs are designed with enough flexibility to allow for change while still delivering on the promises that have been made to customers.
Be aware that customers may not see a difference until it surpasses http://www.slm-info.org/2021/12/29/generated-post-4 their expectations. If you state that your website will load within 0.1 milliseconds and they don’t see a difference when they return, you’ve wasted both their time and effort.
SLM is a specialized field that requires teams to work together. OTRS can help you with this by providing the infrastructure tools, configuration options and tools to support the requirements of your service level management process. It’s easy to get started – contact us today to learn more about the way our software can meet your specific requirements and begin improving your ITIL process.