What Is Investment Banking?
July 31, 2024Service Level Management is one of the processes within the ITIL service design phase and focuses on ensuring that agreed levels of service are being met by monitoring reports, and identifying any areas of improvement. It also assists in ensuring that services are scalable and that any changes to infrastructure are implemented in line with the specifications. This eliminates any potential issues that might arise due to a rapid increase of capacity or performance.
To achieve this, you require an established process that establishes achievable targets and ensures that they are constantly evaluated to determine their effectiveness. Teams need to http://www.slm-info.org work together and collaborate to make sure that SLAs are designed with enough flexibility to allow for changes while still meeting the promises that have been made to customers.
When you set your SLAs, be aware that users may not necessarily notice an improvement unless it goes well beyond their expectations. If you claim that your website will load within 0.1 milliseconds, but they don’t notice a difference when they return, you’ve wasted their time and effort.
SLM is a very complex discipline that requires teams to work closely together. OTRS can aid in this by providing the infrastructure tools, configuration options and tools to meet the requirements of your service level management process. Contact us to learn how our software can assist you improve your ITIL process.
