Service Level Management is a process in the ITIL design phase. It is focused on ensuring that the agreed-upon service levels are met through monitoring and reporting, as well as identifying areas for improvement. It also ensures that services are scalable and that any changes to infrastructure are implemented in line with the requirements. This eliminates any issues that might arise due to a rapid increase of capacity or performance.
To accomplish this, you need an effective process that is solid and sets achievable targets and ensures that they are regularly assessed to determine their efficiency. Teams must collaborate and work together to ensure that SLAs are created with the appropriate flexibility to allow for change while still meeting the promises that have been made to customers.
Be aware that visitors may not be aware of a change until it surpasses their expectations. If you state that your pages will load within 0.1 milliseconds but they don’t notice a difference when they return, you’ve wasted their time and effort.
SLM is a complicated discipline that requires teams to work together. OTRS can assist with this by providing the necessary infrastructure tools, configuration options and tools to support the requirements of your service level management process. Contact us to learn how our software can help improve your ITIL process.