Service Level Management is one of the processes that are part of the ITIL service design stage. It is focused on ensuring that agreed levels of service are being met by monitoring, reporting, and identifying any areas of improvement. It also assists in ensuring that the services are scalable and any changes to infrastructure are done in accordance with the needs, reducing possible issues that arise from a rapid increase in capacity or performance.
In order to achieve this, you’ll need to establish a process that sets realistic targets and ensures they are continually evaluated for their effectiveness. Teams must work together and collaborate to make sure that SLAs are set with the right flexibilities to allow for changes while still keeping the promises made to customers.
Be aware that visitors may not be aware of a change until it is greater than what they expected. If you promise that your website will load within 0.1 milliseconds, but they don’t notice a difference when they return, you’ve wasted their time and energy.
SLM is a specialized field that requires teams to work together. OTRS can help with this by providing the required infrastructure tools, configuration options and tools to support the needs of your service level management process. Contact us to find out how our software can help you improve your ITIL process.