Service Level Management is one of the procedures within the ITIL stage of service design and concentrates on ensuring that agreed levels of service are being met by monitoring, reporting, and identifying areas http://www.slm-info.org for improvement. It also helps to ensure that the services are scalable and any changes to infrastructure are implemented in line with the needs, reducing problems that could arise from an abrupt increase in capacity or performance.
To accomplish this, you have to have a solid process that sets realistic targets and ensures that they are continuously assessed for their efficacy. Teams must collaborate to ensure that SLAs are flexible enough to allow for changes while still fulfilling the promises made to customers.
When setting your SLAs be aware that visitors won’t necessarily notice a difference when it’s far beyond their expectations. For example, if you promise that your website will load in 0.1 milliseconds, but they do not notice the difference when they revisit the site then you’ve wasted their time and your effort.
SLM is a specialized field that requires teams to work in close collaboration. OTRS can aid in this by providing the required infrastructure tools, configuration options and tools to support the needs of your service level management process. Contact us for more information on how our software can help you improve your ITIL process.