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

In order to achieve this, you’ll need to implement a well-established process which sets realistic targets and ensures they are constantly assessed for their efficacy. Teams must collaborate to ensure that SLAs have the flexibility to allow for changes while still fulfilling the promises made to customers.

When you are setting your SLAs be aware that visitors won’t necessarily notice a difference in the event that it exceeds their expectations. For example, if you claim that your pages will load in 0.1 milliseconds, and they don’t notice the difference when they return they will be wasting your time and effort.

SLM is a complicated discipline that requires teams to work in close collaboration. OTRS provides the infrastructure tools, configuration, and options that are required to support your service level management processes. Getting started is easy – contact us to learn more about the way our software can meet your needs, and then you can try these out begin improving your ITIL process.