Service Level Management is one of the processes within the ITIL service design stage. It concentrates on ensuring that agreed upon levels of service are met by monitoring, reporting, and identifying areas for improvement. It also helps ensure that services are scalable, and that any changes to infrastructure are implemented according to the requirements. This eliminates any potential issues that may arise due to a rapid increase of capacity or performance.
To accomplish this, you have to establish a system that sets realistic targets and ensures they are constantly evaluated for their effectiveness. Teams must collaborate to ensure that SLAs are flexible enough to be able to adapt and still fulfill the promises made to customers.
When setting your SLAs be aware that visitors won’t necessarily notice an improvement when it’s far beyond their expectations. For instance, if you promise that your website will load in 0.1 milliseconds, and they don’t notice a difference when they revisit the site and again, you’ve wasted their time and your effort.
SLM is a very complex discipline that requires teams to work in close collaboration. OTRS provides the infrastructure, tools, and configuration options required to support your service level management processes. Contact us to find out how our software can help improve your ITIL process.