Service Level Management is one of the steps within the ITIL service design stage and focuses on ensuring that agreed levels of service are met by monitoring reporting, identifying, and addressing any areas of improvement. It also helps ensure that the services are scalable and that any infrastructure changes are made in line with the requirements, minimizing any possible issues that arise from a rapid increase in capacity or performance.

To achieve this you need to establish a process that sets realistic goals and ensures that they are regularly evaluated for their effectiveness. Teams must work together to ensure that SLAs are flexible enough to accommodate changes while still keeping the promises made to customers.

When you are setting your SLAs be aware that users don’t necessarily notice a difference when it’s far beyond their expectations. If you state that your pages will load within 0.1 milliseconds and they don’t notice a difference when they return, you’ve wasted both their time and effort.

SLM is a field that requires close collaboration between teams. OTRS can help you with this by providing infrastructure tools, configuration options and tools to support the http://www.slm-info.org/2021/03/09/the-benefits-of-slm needs of your service level management process. Getting started is easy – contact us to find out what our software can do for your specific requirements and begin improving your ITIL process.