Service Level Management is one of the procedures within the ITIL service design stage. It is focused on ensuring that agreed levels of service are achieved by monitoring, reporting, and identifying areas for improvement. It also assists in ensuring that the services are scalable, and that any infrastructure changes are implemented in line to the requirements, thus reducing possible issues that arise from a rapid increase in capacity or performance.
To accomplish this, you have to implement a well-established process that sets realistic goals and ensures they are constantly examined for their effectiveness. Teams must work together to ensure that SLAs have the flexibility necessary to be able to adapt while still delivering the promises made to customers.
When setting your SLAs, be aware that users don’t necessarily notice an improvement when it’s far beyond their expectations. For instance, if for example, you promise users that their pages will load in 0.1 milliseconds, but they do not notice the difference when they visit again they will be wasting your time and effort.
SLM is a field that requires close collaboration between teams. OTRS provides the infrastructure tools, configuration, and options required to support your service level management processes. Getting started is easy – simply contact us to find out the way our software can meet your specific requirements and begin improving your ITIL process.
View all posts by: Tammy Woodruff