Service Level Management is one of the procedures within the ITIL service design stage. It is focused on ensuring that the agreed levels of service are achieved by monitoring, reporting, and identifying areas for improvement. It also helps ensure that the services can be scaled and that any changes to infrastructure are implemented in line http://www.slm-info.org/2020/05/07/what-is-slm with the requirements, minimizing any possible issues that arise from a rapid increase in capacity or performance.
To accomplish this, you need a rock-solid process that sets realistic goals and ensures that they are continually assessed to determine their efficiency. Teams need to work together and collaborate to ensure that SLAs are set with the right flexibility to allow for change and still meet the promises that have been made to customers.
Be aware that visitors may not notice a change until it is more than their expectations. If you promise that your pages will load within 0.1 milliseconds, and they don’t see a difference when they return, you’ve wasted their time and effort.
SLM is a discipline that requires close collaboration between teams. OTRS can aid in this by providing the necessary infrastructure tools, configuration options and tools to support the needs of your service level management process. Contact us for more information on how our software can assist you improve your ITIL process.