Service Level Management is one of the procedures within the ITIL stage of service design and concentrates on ensuring that agreed upon levels of service are met by monitoring, reporting, and identifying any areas of improvement. It also assists in ensuring that the services are scalable and any infrastructure changes are in line with the requirements, minimizing any possible issues that arise from a rapid growth in capacity or performance.
To accomplish this, you need an established process that establishes realistic goals and ensures that they are constantly reviewed to evaluate their effectiveness. Teams need to work together and collaborate to ensure that SLAs are set with the right flexibility to allow for change while still keeping the promises made to customers.
When you set your SLAs, be aware that users may not necessarily notice an improvement in the event that it exceeds their expectations. For instance, if promise users that their pages will load data room software play more important role for headquarters in 0.1 milliseconds, and they do not notice the difference when they visit again, you have wasted your time and effort.
SLM is a discipline that requires close collaboration between teams. OTRS offers the infrastructure, tools, and configuration options to help you with your service level management processes. To get started, contact us today to learn more about the way our software can meet your specific requirements and begin improving your ITIL process.
