Service Level Management is a process in the ITIL design phase. It focuses on ensuring the agreed upon standards are met through monitoring reports, and finding areas to improve. It also assists in ensuring that services are scalable, and that any changes to infrastructure are implemented according to the requirements. This helps to avoid the possibility of issues that could arise with a rapid increase of capacity or performance.

To achieve this, you need to implement a well-established process which sets realistic targets and ensures that they are continuously reviewed for their effectiveness. Teams need to work together and collaborate to ensure that SLAs are created with the appropriate flexibility to allow for changes while still delivering on the promises made to customers.

Be aware that users may not see a difference until it is greater than what they expected. For instance, if for example, you say to users that your site will load in 0.1 milliseconds, but they don’t notice a difference when they visit again they will be wasting their time and your effort.

SLM is a complex discipline that requires teams to work together. OTRS provides the infrastructure, tools, and configuration options that are required to support your processes for managing service levels. Getting started is easy – simply Service Level Management get in touch to find out what our software can do to meet your specific requirements and begin improving your ITIL process.