Service Level Management is a process within the ITIL design stage. It is focused on ensuring that the agreed upon service levels are met through monitoring reports, and the identification of areas for improvement. It also helps ensure that services can be scaled, and that any changes to infrastructure are made in line with the requirements. This eliminates any issues that might arise with a rapid increase of capacity or performance.
In order to achieve this, you’ll need to establish a process that sets realistic goals and ensures they are constantly evaluated for their effectiveness. Teams must work together and cooperate to make sure that SLAs are created with the appropriate flexibility to allow for changes while still delivering on the promises that have been made to customers.
Be aware that customers may not notice a change until it exceeds their expectations. If you claim that your pages will load in 0.1 milliseconds, and they don’t notice a difference when they return, you’ve wasted their time and effort.
SLM is a discipline that requires close collaboration between teams. OTRS can assist with this by providing the required infrastructure tools and configuration options to support the requirements of your service level management process. Contact us for more information on how our software http://www.slm-info.org/2021/07/08/generated-post can help you improve your ITIL process.