Service Level Management is one of the processes within the ITIL service design stage. It focuses on ensuring that agreed upon levels of service are met through monitoring, reporting, and identifying areas for improvement. It also helps ensure that services are scalable, and that any changes to infrastructure are made in accordance with requirements. This can help to reduce the possibility of issues that could result from rapid growth of capacity or performance.
To achieve this you need to establish a system which sets realistic targets and ensures that they are continuously examined for their effectiveness. Teams must work together to ensure that SLAs are flexible enough to allow for change and still fulfill the promises made to customers.
Be aware that users may not notice a change until it is greater than what they expected. For example, if you say to users that your site will load in 0.1 milliseconds, and they do not notice the difference when they visit again then you’ve wasted your time and effort.
SLM is a field that requires close collaboration between teams. OTRS can help with this by providing the necessary infrastructure, tools and configuration options to support the needs of your service level management process. To get started, contact us to find out what our software can do for your specific requirements and begin improving your ITIL process.
