Service Level Management is a process in the ITIL design stage. It focuses on ensuring the agreed-upon service levels are met via monitoring reports, and the identification of areas for improvement. It also assists in ensuring that services are scalable, and that any changes to infrastructure are made in line with the specifications. This eliminates the possibility of issues that could result from rapid growth of capacity or performance.
To achieve this you need to have a solid process that establishes realistic goals and ensures they are constantly reviewed for their effectiveness. Teams need to collaborate and work together to make sure that SLAs are designed with enough flexibility to accommodate changes while still meeting the promises made to customers.
Be aware that users might not be aware of a change until it exceeds their expectations. For instance, if for example, you promise users that their pages will load in 0.1 milliseconds but they do not notice the difference when they return and again, you’ve wasted your time and effort.
SLM is a discipline that requires close collaboration between teams. OTRS can aid in this by providing the necessary infrastructure tools and configuration options to help support the requirements of your service level management process. Starting is easy – simply get in touch to find out the way our software can meet your particular requirements and begin improving your ITIL process.
service level management slm benefits
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