Service Level Management is one of the processes within the ITIL service design phase and concentrates on ensuring that agreed levels of service are met by monitoring and reporting on areas for improvement. It also assists in ensuring that services are scalable, and that any changes to infrastructure are implemented in line with the requirements. This eliminates any potential issues that might arise with a rapid increase of capacity or performance.
To achieve this, you need an established process that establishes realistic goals and ensures that they are continuously assessed to determine their efficiency. Teams must collaborate to ensure that SLAs are flexible enough to allow for change and still fulfill the promises made to customers.
When you’re setting your SLAs be aware that visitors won’t necessarily notice a difference unless it goes well beyond their expectations. If you claim that your pages will load within 0.1 milliseconds, and they SLM strategy don’t notice a difference when they return, you’ve wasted both their time and effort.
SLM is a field that requires close collaboration between teams. OTRS provides the infrastructure tools, tools, and configuration options needed to support your service level management processes. Contact us to learn how our software can assist you to improve your ITIL process.