Service Level Management is a process in the ITIL design stage. It focuses on ensuring agreed standards are met through monitoring, reporting and identifying areas for improvement. It also assists in ensuring that the services are scalable, and that any infrastructure changes are in line with the needs, reducing possible issues that arise from a rapid increase in capacity or performance.
To accomplish this, you require an established process that establishes achievable targets and ensures that they are continually assessed to determine their efficiency. Teams need to work together and cooperate to make sure that SLAs are designed with enough flexibilities to allow for changes while still delivering on the promises that have been made to customers.
Be aware that users may not notice a change until it surpasses their expectations. If you promise that your pages will load in 0.1 milliseconds and they don’t notice a difference when they return, you’ve wasted both their time and effort.
SLM is a discipline that requires close collaboration between teams. OTRS can aid in this by providing the necessary infrastructure as well as tools and configuration options to support the needs of your service level management process. Contact us to learn how our http://www.slm-info.org/2021/12/29/generated-post-4 software can help improve your ITIL process.
