Service Level Management is one of the processes that are part of the ITIL service design phase and is focused on ensuring that the agreed upon levels of service are achieved by monitoring reporting, identifying, and addressing any areas of improvement. It also helps ensure that the services are scalable, and that any changes to infrastructure are made in line with the requirements, minimizing any possible issues that arise from a rapid growth in capacity or performance.
To accomplish this, you have to implement a well-established process which sets realistic targets and ensures that they are regularly assessed for their efficacy. Teams must collaborate and work together to make sure that SLAs are designed with enough flexibility to accommodate changes and still meet the promises made to customers.
When you are setting your SLAs, be aware that visitors won’t necessarily notice a difference unless it goes well beyond their expectations. For instance, if for example, you promise that your website will load in 0.1 milliseconds, and they don’t notice a difference when they return then you’ve wasted their time and your effort.
SLM is a complex discipline that requires teams to work in close collaboration. OTRS offers the infrastructure, tools, and configuration options needed to support your processes for managing service levels. It’s easy to get started – simply get in touch to find out the way our software can meet your needs, and then begin improving your ITIL process.
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