Service Level Management is one of the procedures within the ITIL service design stage. It is focused on ensuring that agreed upon levels of service are met by monitoring and reporting on areas for improvement. It also assists in ensuring that the services can be scaled and that any changes to infrastructure are made in line with requirements, reducing any potential issues with a rapid growth in capacity or performance.
In order to achieve this, you’ll need to establish a process that sets realistic goals and ensures they are continually examined for their effectiveness. Teams must collaborate to ensure that SLAs have the flexibility to allow for changes while still fulfilling the promises made to customers.
Be aware that visitors may not notice an improvement until it exceeds their expectations. For example, if you promise users that their pages will load in 0.1 milliseconds but they don’t notice the difference until they revisit they will be wasting their time and your effort.
SLM is a complex discipline that requires teams to work in tandem. OTRS can help with this by providing the required infrastructure as well as tools and configuration options to help support the requirements of your service level management process. Contact us today to learn more about how our software can help you improve your ITIL process.