Service Level Management is a process in the ITIL design stage. It focuses on ensuring the agreed upon service levels are met by monitoring, reporting and the identification of areas for improvement. It also helps ensure that services are scalable, and that any modifications to infrastructure are made according to the requirements. This eliminates any issues that might result from rapid growth of capacity or performance.
To achieve this you need to have a solid process that establishes realistic goals and ensures they are continually reviewed for their effectiveness. Teams must work together to ensure that SLAs are flexible enough to allow for change while still fulfilling the promises made to customers.
Be aware that customers may not notice a change until it exceeds their expectations. For instance, if for example, you promise that your website will load in 0.1 milliseconds and then they don’t notice the www.slm-info.org/2022/08/15/the-complete-package-for-business-software-a-review-of-data-rooms/ difference when they revisit the site, you have wasted your time and effort.
SLM is a complicated discipline that requires teams to work in close collaboration. OTRS provides the infrastructure tools, tools, as well as configuration options needed to support your processes for managing service levels. Contact us to learn how our software can help you improve your ITIL process.