Service Level Management is a process within the ITIL design phase. It is focused on ensuring that the agreed-upon service levels are met via monitoring, reporting and finding areas to improve. It also helps ensure that the services are scalable, and that any infrastructure changes are implemented in line with the needs, reducing risks associated with a rapid increase in capacity or performance.
To achieve this, you require an established process that establishes achievable goals and ensures they are continually assessed to determine their efficiency. Teams need to work together and collaborate to you can try these out make sure that SLAs are set with the right flexibility to allow for change while still delivering on the promises that have been made to customers.
When you set your SLAs be aware that visitors won’t necessarily notice a difference in the event that it exceeds their expectations. For instance, if say to users that your site will load in 0.1 milliseconds, and they don’t notice the difference until they return, you have wasted your time and effort.
SLM is a specialized field that requires teams to work together. OTRS offers the infrastructure tools, tools, as well as configuration options that are required to support your processes for managing service levels. To get started, contact us to learn more about what our software can do for your needs, and then begin improving your ITIL process.