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 reports, and identifying areas for improvement. It also assists in ensuring that the services are scalable, and that any infrastructure changes are done in accordance with the needs, reducing problems that could arise from an abrupt increase in capacity or performance.

To achieve this, you require http://www.slm-info.org/2021/12/29/generated-post-3 a rock-solid process that sets reasonable goals and ensures they are continuously reviewed to evaluate their effectiveness. Teams must collaborate to ensure that SLAs are flexible enough to be able to adapt while still keeping the promises made to customers.

When setting your SLAs be aware that users don’t necessarily notice an improvement unless it goes well beyond their expectations. For instance, if for example, you promise that your website will load in 0.1 milliseconds but they do not notice the difference when they visit again, you have wasted their time and your effort.

SLM is a complex discipline that requires teams to work in close collaboration. OTRS can help you with this by providing the necessary infrastructure as well as tools and configuration options to help support the requirements of your service level management process. Contact us today to learn more about how our software can help you improve your ITIL process.