Service Level Management is a process within the ITIL design stage. It focuses on ensuring agreed standards are met http://www.slm-info.org/2022/04/29/data-room-software-play-more-important-role-for-headquarters/ through monitoring reports and identifying areas of improvement. It also helps to ensure that the services can be scaled and that any changes to infrastructure are done in accordance with the requirements, minimizing any risks associated with a rapid increase in capacity or performance.

To achieve this you need to have a solid process that sets realistic goals and ensures they are constantly reviewed for their effectiveness. Teams must 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 users might not be aware of a change until it exceeds their expectations. If you say that your pages will load in 0.1 milliseconds, but users don’t notice any difference when they return, you’ve wasted their time and energy.

SLM is a complex discipline that requires teams to work in close collaboration. OTRS offers the infrastructure tools, configuration, and options needed to support your processes for managing service levels. Contact us to learn how our software can assist you to improve your ITIL process.