http://www.slm-info.org/2021/07/12/generated-post-2/
Service Level Management is a process in the ITIL design stage. It focuses on ensuring the agreed upon service levels are met through monitoring reports, and finding areas to improve. It also assists in ensuring that the services are scalable, and that any infrastructure changes are implemented in line to the requirements, thus reducing possible issues that arise from a rapid increase in capacity or performance.
To achieve this, you need a solid process that sets achievable targets and ensures that they are continually assessed to determine their efficiency. Teams must work together and collaborate to ensure that SLAs are established with the right flexibility to allow for changes while still delivering on the promises made to customers.
Be aware that users might not see a difference until it is more than their expectations. For instance, if promise users that their pages will load in 0.1 milliseconds but they don’t notice a difference when they revisit they will be wasting your time and effort.
SLM is a field that requires close collaboration between teams. OTRS can help you with this by providing the required infrastructure as well as tools and configuration options to support the requirements of your service level management process. To get started, contact us to learn more about what our software can do for your specific requirements and begin improving your ITIL process.
