Service Level Management is a process within the ITIL design phase. It focuses on ensuring the agreed upon service levels are met through monitoring reports and identifying areas of improvement. It also helps ensure that services are scalable, and that any modifications to infrastructure are made in line with the specifications. This eliminates any potential issues that might result from rapid growth of capacity or performance.
To accomplish this, you have to establish a system that sets realistic targets and ensures they are constantly assessed for their efficacy. Teams must collaborate to ensure that SLAs have the flexibility necessary to allow for change while still fulfilling the promises made to customers.
Be aware that visitors may not see a difference until it exceeds their expectations. For instance, if promise that your website will load in 0.1 milliseconds, but they don’t notice the difference until they return and again, you’ve wasted their time and your effort.
SLM is a field that requires close collaboration between teams. OTRS offers the infrastructure tools, tools, as well as configuration options needed to support your processes for managing service levels. Contact us for more information on how our software can help improve your ITIL process.