Service Level Management is a process in the ITIL design stage. It focuses on ensuring the agreed-upon service levels are met through monitoring, reporting and identifying areas of improvement. It also helps ensure that the services are scalable, and that any infrastructure changes are in line to the requirements, thus reducing problems that could arise from an abrupt growth in capacity or performance.
To achieve this you need to establish a system that sets realistic targets and ensures that they are regularly assessed for their efficacy. Teams must collaborate to ensure that SLAs are flexible enough to be able to adapt http://www.slm-info.org/2020/05/07/what-is-slm/ while still delivering the promises made to customers.
Be aware that customers may not notice a change until it surpasses their expectations. For instance, if claim that your pages will load in 0.1 milliseconds, but they don’t notice the difference until they revisit, you have wasted their time and your effort.
SLM is a discipline that requires close collaboration between teams. OTRS can aid in this by providing the infrastructure, tools and configuration options to meet the requirements of your service level management process. To get started, simply contact us to learn more about the way our software can meet your needs, and then begin improving your ITIL process.