Service Level Management is a process in the ITIL design phase. It is focused on ensuring that the agreed upon service levels are met through monitoring and reporting, as well as finding areas to improve. It also ensures that services are scalable and that any changes to infrastructure are made according to the requirements. This reduces any potential issues that might arise from a rapid expansion of capacity or performance.

To accomplish this, you have to implement a well-established process that sets realistic targets and ensures that they are regularly reviewed for their effectiveness. Teams must work together to ensure that SLAs have the flexibility to allow for changes while still keeping the promises made to customers.

Be aware that visitors may not notice an improvement until it surpasses their expectations. For example, if you promise users that their pages will load in 0.1 milliseconds but they don’t notice the difference until they revisit they will be wasting your time and effort.

SLM is a complicated discipline that requires teams to work together. OTRS offers the infrastructure tools, tools, as well as configuration options needed to support your service level management processes. Contact us to learn how http://www.slm-info.org/2020/05/07/what-is-slm our software can help improve your ITIL process.