Service Level Management is a process within the ITIL design phase. It focuses on ensuring agreed standards are met through monitoring reports and identifying areas for improvement. It also assists in ensuring that services can be scaled, and that any modifications to infrastructure are made according to the requirements. This can help to reduce the possibility of issues that could arise from a rapid expansion of capacity or performance.
To accomplish this, you require an effective process that is click here to read solid and sets realistic goals and ensures that they are continuously examined to assess their effectiveness. Teams must work together to ensure that SLAs have the flexibility to allow for change while still keeping the promises made to customers.
When you set your SLAs, be aware that visitors won’t necessarily notice a difference when it’s far beyond their expectations. If you state that your website will load within 0.1 milliseconds but users don’t notice any difference when they return, you’ve wasted their time and energy.
SLM is a field that requires close collaboration between teams. OTRS offers the infrastructure, tools, and configuration options that are required to support your service level management processes. Contact us to learn how our software can help improve your ITIL process.