http://www.slm-info.org/2021/03/09/the-benefits-of-slm
Service Level Management is a process within the ITIL design phase. It is focused on ensuring that the agreed-upon service levels are met via monitoring and reporting, as well as the identification of areas for improvement. It also helps to ensure that the services are scalable and any infrastructure changes are done in accordance to the requirements, thus reducing risks associated with a rapid increase in capacity or performance.
To accomplish this, you require a solid process that sets realistic goals and ensures that they are regularly examined to assess their effectiveness. Teams must collaborate to ensure that SLAs have the flexibility to accommodate changes while still delivering the promises made to customers.
When setting your SLAs, be aware that users don’t necessarily notice a difference unless it goes well beyond their expectations. If you claim that your website will load in 0.1 milliseconds and users don’t notice a change when they return, you’ve wasted both their time and effort.
SLM is a field that requires close collaboration between teams. OTRS can assist with this by providing the required infrastructure as well as tools and configuration options to support the requirements of your service level management process. It’s easy to get started – contact us today to learn more about what our software can do to meet your particular requirements and begin improving your ITIL process.
Leave A Comment