Service Level Management is one of the steps within the ITIL service design stage. It is focused on ensuring that agreed levels of service are achieved by monitoring reporting, identifying, and addressing any areas of improvement. It also helps ensure that services are scalable and that any modifications to infrastructure are made in line with the requirements. This helps to avoid any potential issues that might arise with a rapid increase of capacity or performance.
To achieve this, you need to have a solid process which sets realistic targets and ensures they are constantly evaluated for their effectiveness. Teams need to work together and cooperate to make sure that SLAs are set with the right flexibility to allow for change while still delivering on the promises made to customers.
When you’re setting your SLAs be aware that visitors won’t necessarily notice a difference when it’s far beyond their expectations. For instance, if you promise users that their pages will load in 0.1 milliseconds and then they don’t notice a difference when they return, you have wasted your time and effort.
SLM is a specialized field that requires teams to work together. OTRS can help with this by providing the required infrastructure, tools and configuration options to support the requirements of your service level management process. Contact us today to learn more about how our software can assist you to improve your ITIL process.
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