Service Level Management is one of the steps within the ITIL service design stage and focuses on ensuring that agreed upon levels of service are achieved by monitoring reporting, identifying, and addressing any areas of improvement. It also ensures that services are scalable and that any changes to infrastructure are made in line with the specifications. This reduces the possibility of issues that could arise due to a rapid increase of capacity or performance.
To achieve this you need to have a solid process that sets realistic goals and ensures they are continually examined for their effectiveness. Teams must work together to ensure that SLAs have the flexibility to allow for changes while still keeping the promises made to customers.
When you set your SLAs, be aware that users don’t necessarily notice a difference unless it goes well beyond their expectations. If you claim that your pages will load within 0.1 milliseconds, but they don’t see a difference when they return, you’ve wasted their time and energy.
SLM is a field that requires close collaboration between teams. OTRS offers the infrastructure tools, tools, as well as configuration options that are required to support your service level management processes. It’s easy to get started – simply contact us to find out how our software will fit your unique needs and start improving your ITIL process.