Service Level Management is a process within the ITIL design stage. It focuses on ensuring the agreed-upon service levels are met via monitoring reports and identifying areas of improvement. It also assists in ensuring that services can be scaled, and that any changes to infrastructure are done according to the requirements. This helps to avoid any potential issues that may arise with a rapid increase of capacity or performance.
To achieve this, you need to establish a system that sets realistic goals and ensures they are constantly assessed for their efficacy. Teams must work together to ensure that SLAs are flexible customer management enough to allow for change while still delivering the promises made to customers.
Be aware that users might not notice an improvement until it is more than their expectations. For instance, if for example, you promise that your website will load in 0.1 milliseconds, and they don’t notice the difference until they revisit, you have wasted your time and effort.
SLM is a discipline that requires close collaboration between teams. OTRS can assist with this by providing the necessary infrastructure as well as tools and configuration options to help support the requirements of your service level management process. To get started, simply contact us to find out how our software will fit your needs, and then begin improving your ITIL process.