Service Level Management is one of the processes within the ITIL service design stage and is focused on ensuring that the agreed levels of service are met through monitoring reports, and identifying any areas of improvement. It also assists in ensuring that the services are scalable and that any changes to infrastructure are done in accordance with requirements, reducing any potential issues with a rapid growth in capacity or performance.
To achieve this you need to establish a process that establishes realistic goals and ensures that they are regularly assessed for their efficacy. Teams must work together and collaborate to ensure that http://www.slm-info.org/2022/04/29/data-room-software-play-more-important-role-for-headquarters SLAs are established with the right flexibility to accommodate changes while still delivering on the promises that have been made to customers.
When setting your SLAs be aware that users won’t necessarily notice an improvement when it’s far beyond their expectations. For instance, if you promise that your website will load in 0.1 milliseconds, but they don’t notice the difference when they revisit the site then you’ve wasted their time and your effort.
SLM is a complex discipline that requires teams to work together. OTRS provides the infrastructure, tools, and configuration options needed to support your processes for managing service levels. Contact us to find out how our software can assist you to improve your ITIL process.