Service Level Management is one of the processes within the ITIL service design stage. It is focused on ensuring that the agreed upon levels of service are met through monitoring and reporting on areas for improvement. It also assists in ensuring that the services are scalable and any changes to infrastructure are in line with the needs, reducing potential issues with a rapid increase in capacity or performance.

To achieve this, you need an established process that establishes achievable goals and ensures they are regularly assessed to determine their efficiency. Teams must collaborate and work together to ensure that SLAs are created with the appropriate flexibilities to allow for changes while still keeping the promises made to customers.

Be aware that visitors may not notice an improvement until it is greater than what they expected. If you state that your pages will load within 0.1 milliseconds, but users don’t notice any difference when they return, you’ve wasted their time and energy.

SLM is a complicated discipline that requires teams to work in tandem. OTRS offers the infrastructure, tools, and configuration options required to support your http://www.slm-info.org/ processes for managing service levels. Getting started is easy – simply contact us to find out how our software will fit your needs, and then begin improving your ITIL process.