Service Level Management is one of the processes within the ITIL service design stage and is focused on ensuring that agreed upon levels of service are being met by monitoring reports, and identifying any areas of improvement. It also helps ensure that the services are scalable, and that any infrastructure changes are in line with requirements, reducing any problems that could arise from an abrupt growth in capacity or performance.
To achieve this, you need to establish a process that sets realistic goals and ensures they are continually reviewed for their effectiveness. Teams must collaborate to ensure that SLAs have the flexibility necessary to allow for changes while still fulfilling the promises made to customers.
When you’re setting your SLAs, be aware that visitors won’t necessarily notice an improvement unless it is far beyond their expectations. For instance, if for example, you claim that your pages will load in 0.1 milliseconds but they do not notice the difference when they revisit the site they will be wasting your time and effort.
SLM is a field that requires close collaboration between teams. OTRS provides the infrastructure, tools, and configuration options needed to support your processes for managing service levels. Contact us today to learn more about how our software can help you improve your ITIL process.
http://www.slm-info.org/2021/03/01/cybersecurity-2021-whats-new