Service Level Management is a process in the ITIL design phase. It is focused on ensuring that agreed standards are met through monitoring reports and identifying areas for improvement. It also helps to ensure that the services can be scaled and that any infrastructure changes are in line with requirements, reducing any possible issues that arise from a rapid increase in capacity or performance.
To achieve this, you require an effective process that is solid and sets achievable goals and ensures they are continually reviewed to evaluate their effectiveness. Teams must collaborate and work together to ensure that SLAs are established with the right flexibility to accommodate changes and still meet the promises http://www.slm-info.org/2020/04/17/service-level-management-slm-benefits/ made to customers.
Be aware that visitors may not notice an improvement until it exceeds their expectations. If you say that your pages will load in 0.1 milliseconds, but users don’t notice a change when they return, you’ve wasted both their time and energy.
SLM is a specialized field that requires teams to work closely together. OTRS can aid in this by providing infrastructure as well as tools and configuration options to support the requirements of your service level management process. It’s easy to get started – simply get in touch to learn more about the way our software can meet your unique needs and start improving your ITIL process.