Service Level Management is a process within the ITIL design stage. It is focused on ensuring that the agreed-upon service levels are met by monitoring, reporting and identifying areas for improvement. It also assists in ensuring that services can be scaled, and that any changes to infrastructure are implemented in line with the requirements. This eliminates the possibility of issues that could arise with a rapid increase of capacity or performance.
To achieve this, you need to have a solid process that sets realistic goals and ensures that they are regularly evaluated for their effectiveness. Teams must work together and cooperate to ensure that SLAs are designed with enough flexibilities to allow for changes while still keeping the promises that have been made to customers.
Be aware that customers may not be aware of a change until it is more than their expectations. If you state that your pages will load in 0.1 milliseconds, and they don’t notice a http://www.slm-info.org/2021/03/01/cybersecurity-2021-whats-new/ difference when they return, you’ve wasted both their time and effort.
SLM is a discipline that requires close collaboration between teams. OTRS can help with this by providing the necessary infrastructure, tools and configuration options to meet the requirements of your service level management process. Contact us to learn how our software can assist you improve your ITIL process.
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