Service Level Management is a process within the ITIL design phase. It focuses on ensuring the agreed upon standards are met through monitoring, reporting and finding areas to improve. It also helps ensure that services are scalable and that any changes to infrastructure are done in line with the specifications. This eliminates any potential issues that might arise from a rapid expansion of capacity or performance.
To accomplish this, you require an effective process that is solid and sets reasonable goals and ensures they are continually assessed to determine their efficiency. Teams must work together and cooperate to make sure that SLAs are created with the appropriate flexibility to allow for change while still keeping the promises that have been made to customers.
When you’re setting your SLAs be aware that visitors won’t necessarily notice a difference when it’s far beyond their expectations. For instance, if you say to users that http://www.slm-info.org/2021/12/29/generated-post-4 your site will load in 0.1 milliseconds but they don’t notice a difference when they revisit the site, you have wasted your time and effort.
SLM is a complex discipline that requires teams to work closely together. OTRS provides the infrastructure, tools, and configuration options that are required to support your processes for managing service levels. Contact us today to learn more about how our software can help improve your ITIL process.
