Service Level Management is one of the procedures within the ITIL stage of service design and concentrates on ensuring that agreed upon levels of service are met by monitoring reports, and identifying areas for improvement. It also helps ensure that the services can be scaled and that any infrastructure changes are in line with requirements, reducing any potential issues with a rapid increase in capacity or performance.
To accomplish this, you need an established process that establishes reasonable goals and ensures they are constantly evaluated to determine their effectiveness. Teams must work together to ensure that SLAs have the flexibility to accommodate changes while still fulfilling 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. If you state that your pages will load within 0.1 milliseconds and they don’t see a difference when they return, you’ve wasted both their time and energy.
SLM is a field that requires close collaboration between teams. OTRS offers the infrastructure tools, tools, and configuration options to help you with your processes for managing service levels. Contact us to find out how our software can help improve your ITIL process.
http://www.slm-info.org/2021/07/12/generated-post-2
