Service Level Management is a process in the ITIL design phase. It focuses on ensuring the agreed upon standards are met through monitoring reports, and the identification of areas for improvement. It also helps to ensure that the services are scalable and any infrastructure changes are implemented in line with requirements, reducing any potential issues with a rapid increase in capacity or performance.

To achieve this you need to have a solid process which sets realistic targets and ensures that they are regularly examined for their effectiveness. Teams need to work together and cooperate to make sure that SLAs are created with the appropriate flexibility to allow for changes and still meet 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. For instance, if http://www.slm-info.org/2021/07/08/generated-post/ promise that your website will load in 0.1 milliseconds, but they don’t notice a difference when they revisit and again, you’ve wasted your time and effort.

SLM is a field that requires close collaboration between teams. OTRS can assist with this by providing the required infrastructure tools and configuration options to help support the requirements of your service level management process. Contact us for more information on how our software can assist you to improve your ITIL process.