Service Level Management is a process within the ITIL design phase. It is focused on ensuring that the agreed-upon service levels are met via monitoring reports and identifying areas of improvement. It also assists in ensuring that the services are scalable and that any infrastructure changes are implemented in line to the requirements, thus reducing problems that could arise from an abrupt increase in capacity or performance.

To accomplish this, you have to establish a process that establishes realistic goals and ensures that they are continuously examined for their effectiveness. Teams http://www.slm-info.org/2021/03/09/the-benefits-of-slm/ must work together to ensure that SLAs have the flexibility necessary to accommodate changes while still delivering the promises made to customers.

When setting your SLAs, be aware that visitors won’t necessarily notice an improvement unless it is far beyond their expectations. For example, if you claim that your pages will load in 0.1 milliseconds, but they do not notice the difference when they return and again, you’ve wasted your time and effort.

SLM is a discipline that requires close collaboration between teams. OTRS provides the infrastructure tools, tools, as well as configuration options needed to support your service level management processes. Contact us for more information on how our software can assist you to improve your ITIL process.