Service Level Management is one of the steps within the ITIL service design phase and is focused on ensuring that agreed upon levels of service are met by monitoring reports, and identifying any areas of improvement. It also helps ensure that services are scalable and that any changes to infrastructure are implemented in accordance with requirements. This can help to reduce any issues that might result from rapid growth of capacity or performance.
In order to achieve this, you’ll need to establish a system that sets realistic targets and ensures that they are continuously evaluated for their effectiveness. Teams must work together to ensure that SLAs have the flexibility necessary to be able to adapt while still fulfilling the promises made to customers.
When you’re setting your SLAs, be aware that visitors won’t necessarily notice a difference unless it goes well beyond their expectations. If you state that your pages will load in 0.1 milliseconds, and users don’t notice a change when they return, you’ve wasted both their time and effort.
SLM is a discipline that requires close collaboration between teams. OTRS can help you with this by providing the required infrastructure, tools and configuration options to support the requirements of your service level management process. Contact us for more information on how our software can assist you to improve your ITIL process.
https://slm-info.org/2022/08/15/the-complete-package-for-business-software-a-review-of-data-rooms