Service Level Management is one of the processes that are part of the ITIL service design stage. It is focused on ensuring that agreed levels of service are met through monitoring reports, and identifying any areas of improvement. It also helps to ensure that the services are scalable and any changes to infrastructure are done in accordance with requirements, reducing any problems that could arise from an abrupt growth in capacity or performance.
To achieve this you need to establish a process that sets realistic targets and ensures they are constantly assessed for their efficacy. Teams need to collaborate and work together to make sure that SLAs are designed with enough flexibility to allow for change while still delivering on the promises that have been made to customers.
Be aware that users might not see a difference until it surpasses their expectations. For instance, if for example, you say to users that your site will load in 0.1 milliseconds and then they don’t notice the difference when they revisit they will be wasting your time and effort.
SLM is a field that requires close collaboration between teams. OTRS offers the infrastructure http://www.slm-info.org/ tools, configuration, and options to help you with your processes for managing service levels. It’s easy to get started – contact us today to learn more about how our software will fit your unique needs and start improving your ITIL process.
