Service Level Management is one of the steps within the ITIL service design stage. It focuses on ensuring that agreed levels of service are achieved by monitoring reports, and identifying areas for improvement. It also assists in ensuring that services are scalable and that any changes to infrastructure are done in accordance with requirements. This can help to reduce any issues that might result from rapid growth of capacity or performance.
In order to achieve this, you’ll need to have a solid process that sets realistic goals and ensures that they are continuously examined for their effectiveness. Teams must collaborate and work together to ensure that SLAs are created with the appropriate flexibility to allow for change while still keeping the promises made to customers.
When you’re setting your SLAs be aware that users don’t necessarily notice a difference unless it is far beyond their expectations. For example, if you promise users that their pages will load in 0.1 milliseconds and then they don’t notice the difference when they revisit, you have wasted your time and effort.
SLM is a very complex discipline my blog that requires teams to work in close collaboration. OTRS offers the infrastructure tools, tools, and configuration options required to support your service level management processes. Contact us to find out how our software can assist you improve your ITIL process.