Service Level Management is a process in the ITIL design stage. It is focused on ensuring that the agreed-upon standards are met through monitoring reports and the identification of areas for improvement. It also helps to ensure that the services are scalable and that any changes to infrastructure are done in accordance with the requirements, minimizing any risks associated with a rapid growth in capacity or performance.
To accomplish this, you have to implement a well-established process that sets realistic targets and ensures they are constantly assessed for their efficacy. Teams must collaborate to ensure that SLAs are flexible enough to allow for changes while still keeping the promises made to customers.
Be aware that users might not notice a change until it surpasses their expectations. If you state that your website will load within 0.1 milliseconds, and users don’t notice any difference when they return, you’ve http://www.slm-info.org/2021/12/29/generated-post-4/ wasted their time and effort.
SLM is a discipline that requires close collaboration between teams. OTRS can help you with this by providing the required infrastructure tools, configuration options and tools to help support the requirements of your service level management process. It’s easy to get started – simply get in touch to find out the way our software can meet your unique needs and start improving your ITIL process.