Service Level Management is a process in the ITIL design stage. It is focused on ensuring that the agreed-upon service levels are met by monitoring and reporting, as well as the identification of areas for improvement. It also assists in ensuring that services are scalable, and that any changes to infrastructure are done in line with the requirements. This eliminates any potential issues that might arise from a rapid expansion of capacity or performance.
In order to achieve this, you’ll need to have a solid process that establishes realistic goals and ensures they are continually assessed for their efficacy. Teams must work together to ensure that SLAs have the flexibility necessary to be able to adapt while still fulfilling the promises made to customers.
When you are setting your SLAs, be aware that users won’t necessarily notice a difference in the event that it exceeds http://www.slm-info.org/2021/12/29/generated-post-3 their expectations. If you state that your website will load within 0.1 milliseconds but users don’t notice any difference when they return, you’ve wasted their time and energy.
SLM is a discipline that requires close collaboration between teams. OTRS provides the infrastructure tools, tools, as well as configuration options required to support your processes for managing service levels. Getting started is easy – contact us to learn more about what our software can do for your specific requirements and begin improving your ITIL process.