Service Level Management is one of the procedures within the ITIL service design stage and is focused on ensuring that agreed upon levels of service are met by monitoring reports, and identifying any areas of improvement. It also assists in ensuring that services are scalable and that any changes to infrastructure are done in line with the requirements. This can help to reduce any potential issues that may arise due to a rapid increase of capacity or performance.
To achieve this, you need an established process that establishes reasonable goals and ensures they are continually examined to assess their effectiveness. Teams need to work together and collaborate to ensure that SLAs are designed with enough flexibility to allow for changes and still meet the promises made to customers.
When you’re setting your SLAs, be aware that users won’t necessarily notice an improvement unless it is far beyond their expectations. If you promise that your website will load within 0.1 milliseconds, but they don’t see a difference when they return, you’ve wasted both their time and effort.
SLM is a field that requires close collaboration between teams. OTRS provides the infrastructure tools, tools, and configuration options required to support your service level management processes. Contact us to learn how our software can assist you improve your ITIL process.
http://www.slm-info.org/2022/04/29/data-room-software-play-more-important-role-for-headquarters