Service Level Management is one of the processes within the ITIL service design stage. It is focused on ensuring that agreed upon levels of service are met by http://www.slm-info.org/2021/12/29/generated-post-3/ monitoring reporting, identifying, and addressing any areas of improvement. It also assists in ensuring that services are scalable and that any changes to infrastructure are implemented in accordance with requirements. This can help to reduce the possibility of issues that could arise due to a rapid increase of capacity or performance.

To achieve this, you need a rock-solid process that sets achievable goals and ensures they are continually evaluated to determine their effectiveness. Teams need to collaborate and work together to ensure that SLAs are established with the right flexibility to accommodate changes and still meet the promises that have been made to customers.

Be aware that visitors may not be aware of a change until it exceeds their expectations. If you state that your pages will load in 0.1 milliseconds and they don’t see a difference when they return, you’ve wasted their time and effort.

SLM is a discipline that requires close collaboration between teams. OTRS offers the infrastructure tools, configuration, and options to help you with your service level management processes. Contact us for more information on how our software can assist you to improve your ITIL process.