Service Level Management is a process in the ITIL design phase. It focuses on ensuring the agreed-upon service levels are met through monitoring reports, and finding areas to improve. It also helps ensure that the services are scalable and any infrastructure changes are done in accordance with the requirements, minimizing any potential issues with a rapid increase in capacity or performance.
To achieve this you need to establish a system that establishes realistic goals and ensures that they are regularly evaluated for their effectiveness. Teams must collaborate to ensure that SLAs have the flexibility to be able to adapt while still keeping the promises made to customers.
When setting your SLAs be aware that users may not necessarily notice a difference unless it is far beyond their expectations. If you claim that your website will load within 0.1 milliseconds, and they don’t notice a difference when they return, you’ve wasted both their time and effort.
SLM is a discipline that requires close collaboration between teams. OTRS offers the infrastructure tools, tools, as well as configuration options needed to support your service level management processes. Starting is easy – contact us to find out the way our software can meet your particular requirements and begin improving your ITIL process.
http://www.slm-info.org/2021/07/12/generated-post-2
