Service Level Management is one of the processes within the ITIL service design stage and concentrates on ensuring that agreed levels of service are achieved by monitoring reporting, identifying, and addressing any areas of improvement. It also helps to ensure that the services are scalable, and that any changes to infrastructure are done in accordance to the requirements, thus reducing risks associated with a rapid growth in capacity or performance.
To achieve this, you need to establish a system that sets realistic goals http://www.slm-info.org/2021/03/01/cybersecurity-2021-whats-new/ and ensures they are continually reviewed for their effectiveness. Teams need to collaborate and work together to ensure that SLAs are designed with enough flexibility to accommodate changes while still meeting the promises made to customers.
Be aware that users may not notice an improvement until it is greater than what they expected. For example, if you say to users that your site will load in 0.1 milliseconds, but they don’t notice the difference when they return and again, you’ve wasted their time and your effort.
SLM is a field that requires close collaboration between teams. OTRS offers the infrastructure tools, tools, and configuration options to help you with your processes for managing service levels. Starting is easy – simply contact us to find out the way our software can meet your needs, and then begin improving your ITIL process.
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