Service Level Management is a process in the ITIL design phase. It is focused on ensuring that the agreed-upon standards are met through monitoring and reporting, as well as the identification of areas for improvement. It also assists in ensuring that the services are scalable, and that any changes to infrastructure are implemented in line with the requirements, minimizing any risks associated with a rapid growth in capacity or performance.
To achieve this, you require an effective process that is solid and sets realistic goals and ensures that they are continuously evaluated to determine their effectiveness. Teams must work together and cooperate to make sure that SLAs are designed with enough flexibility to allow for changes and still meet the promises made to customers.
When you are setting your SLAs, be aware that users may not necessarily notice a difference unless it goes well beyond their expectations. If you say that your pages will load in 0.1 milliseconds, but users don’t notice any difference when they return, you’ve wasted both their time and effort.
SLM is a very complex discipline that requires teams to work http://www.slm-info.org/ in close collaboration. OTRS offers the infrastructure tools, tools, as well as configuration options to help you with your processes for managing service levels. Contact us today to learn more about how our software can help you improve your ITIL process.
