Service Level Management is a process in the ITIL design phase. It is focused on ensuring that agreed service levels are met by monitoring and reporting, as well as identifying areas for improvement. It also helps to ensure that the services are scalable and that any changes to infrastructure are implemented in line with the requirements, minimizing any possible issues that arise from a rapid increase in capacity or performance.
To achieve this, you need to establish a system that sets realistic goals and ensures they are constantly evaluated for their effectiveness. Teams need to work together and cooperate to make sure that SLAs are created with the appropriate flexibility to accommodate changes while still delivering on the promises made to customers.
Be aware that users may not see a difference until it surpasses their expectations. For example, if you claim that your pages will load in 0.1 milliseconds but they do not notice the difference when they revisit the site then you’ve wasted their time and your effort.
SLM is a specialized field that requires teams to work closely together. OTRS can help with this by providing the required infrastructure as well as tools and configuration options to meet the requirements of your service level management process. To get started, simply contact us to find out what our software can do for your unique needs and start improving your ITIL process.