Service Level Management is one of the processes that are part of the ITIL stage of service design and focuses on ensuring that agreed levels of service are met by monitoring reports, and identifying areas for improvement. It also ensures that services are scalable and that any modifications to infrastructure are made in line with the requirements. This can help to reduce any issues that might result from rapid growth of capacity or performance.
To accomplish this, you require a rock-solid process that sets achievable goals and ensures they are constantly examined to assess their effectiveness. Teams must work together and cooperate to ensure that SLAs are designed with enough flexibility to allow for change and still meet the promises that have been made to customers.
Be aware that customers may not notice an improvement until it is more than their expectations. If you say that your website will load within 0.1 milliseconds, but they don’t notice a difference when they return, you’ve wasted both their time and effort.
SLM is a specialized field that requires teams to work together. OTRS offers the infrastructure tools, tools, as well as configuration options to help you with your processes for managing service levels. It’s easy to get started – simply get in touch to learn more about what our software can do for your unique needs and start improving your ITIL process.