Service Level Management is one of the steps within the ITIL stage of service design and is focused on ensuring that agreed levels of service are met by monitoring and reporting on areas for improvement. It also helps to ensure that the services cybersecurity 2021 whats new are scalable and that any changes to infrastructure are made in line with requirements, reducing any possible issues that arise from a rapid growth in capacity or performance.
To accomplish this, you require a rock-solid process that sets achievable goals and ensures they are constantly reviewed to evaluate their effectiveness. Teams must work together to ensure that SLAs have the flexibility to allow for changes while still delivering the promises made to customers.
Be aware that customers may not see a difference until it surpasses their expectations. If you promise that your website will load within 0.1 milliseconds, but users don’t notice a change when they return, you’ve wasted their time and energy.
SLM is a complicated discipline that requires teams to work together. OTRS can assist with this by providing the infrastructure tools, configuration options and tools to 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.
