Service Level Management is a process within the ITIL design stage. It is focused on ensuring that agreed service levels are met via monitoring reports, and finding areas to improve. It also helps to ensure that the services can be scaled and that any changes to infrastructure are made in line to the requirements, thus reducing risks associated with a rapid increase in capacity or performance.
To accomplish this, you have to establish a system that sets realistic goals and ensures they are constantly reviewed for their effectiveness. Teams must work together to ensure that SLAs are flexible enough to allow for changes while still keeping the promises made to customers.
Be aware that users may not notice an improvement until it exceeds their expectations. For example, if you 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 complicated discipline that requires teams to work in tandem. OTRS provides the infrastructure tools, tools, and configuration options to help you with your service level management processes. Getting started is easy – contact us today to learn more about what our software can do for your specific requirements and begin improving your ITIL process.
www.slm-info.org/2022/08/15/the-complete-package-for-business-software-a-review-of-data-rooms/
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