Service Level Management is a process within the ITIL design phase. It is focused on ensuring that agreed service levels are met through monitoring reports and the identification of areas for improvement. It also ensures that services are scalable, and that any changes to infrastructure are done in line with the requirements. This helps to avoid any potential issues that may arise with a rapid increase of capacity or performance.
In order to achieve this, you’ll need to establish a http://www.slm-info.org process that sets realistic targets and ensures they are constantly examined for their effectiveness. Teams must work together to ensure that SLAs have the flexibility to allow for change while still fulfilling the promises made to customers.
Be aware that visitors may not notice an improvement until it is more than their expectations. If you state that your pages will load in 0.1 milliseconds, and users don’t notice a change when they return, you’ve wasted their time and energy.
SLM is a very complex discipline that requires teams to work in close collaboration. OTRS offers the infrastructure tools, configuration, and options required to support your processes for managing service levels. To get started, simply get in touch to find out the way our software can meet your needs, and then begin improving your ITIL process.