Service Level Management is a process in the ITIL design phase. It focuses on ensuring the agreed upon service levels are met by monitoring, reporting and identifying areas of improvement. It also assists in ensuring that the services can be scaled and that any changes to infrastructure are made in line with the requirements, minimizing any problems that could arise from an abrupt increase in capacity or performance.
To accomplish this, you need a solid process that sets reasonable goals and ensures they are continuously reviewed to evaluate their effectiveness. Teams must collaborate to ensure that SLAs have the flexibility to be able to adapt and still fulfill the promises made to customers.
When you’re setting your SLAs be aware that users don’t necessarily notice a difference unless it is far beyond their expectations. For instance, if promise users that their pages will load in 0.1 milliseconds, but they don’t notice the difference until they revisit then you’ve wasted your time and effort.
SLM is a field that requires close collaboration between teams. OTRS can aid in this by providing the infrastructure tools and configuration options to support the needs of your service level management process. Starting is easy – simply get in touch http://www.slm-info.org to find out how our software will fit your specific requirements and begin improving your ITIL process.