Service Level Management is one of the procedures within the ITIL service design phase and is focused on ensuring that the agreed upon levels of service are achieved by monitoring reporting, identifying, and addressing areas for improvement. It also helps ensure that the services are scalable and any changes to infrastructure are made in line with the needs, reducing risks associated with a rapid increase in capacity or performance.
To achieve this, you require an established process that establishes realistic goals and ensures that they are continually assessed to determine their efficiency. Teams must collaborate to ensure that SLAs have the flexibility to be able http://www.slm-info.org/2022/04/27/data-room-software-for-business-analysts-and-legal-teams/ to adapt while still fulfilling the promises made to customers.
When you set your SLAs, be aware that users may not necessarily notice an improvement unless it goes well beyond their expectations. If you say that your website will load within 0.1 milliseconds and they don’t notice a difference when they return, you’ve wasted both their time and energy.
SLM is a complex discipline that requires teams to work together. OTRS offers the infrastructure tools, configuration, and options to help you with your service level management processes. Contact us today to learn more about how our software can assist you improve your ITIL process.