Service Level Management is a process within the ITIL design phase. It focuses on ensuring the agreed upon service levels are met through monitoring reports, and identifying areas of improvement. It also helps ensure that the services are scalable and that any infrastructure changes are in line with requirements, reducing any potential issues with a rapid increase in capacity or performance.
In order to achieve this, you’ll need to have a solid process that sets realistic targets and ensures that they are regularly examined for their effectiveness. Teams must work together and cooperate to ensure that SLAs are created with the appropriate flexibility to allow for changes while still meeting the promises made to customers.
When setting your SLAs be aware that users won’t necessarily notice a difference unless it is far beyond their expectations. For example, if you promise users that their pages will load in 0.1 milliseconds, and they don’t notice the difference until they revisit the site they will be wasting their time and your effort.
SLM is a specialized field that requires teams to work closely together. OTRS can aid in this by providing the required infrastructure tools and configuration options to help support the requirements of your service level management process. Contact us today to learn more about how our software can help you improve your ITIL process.
