Service Level Management is a process within the ITIL design stage. It is focused on ensuring that agreed service levels are met by monitoring, reporting and finding areas to improve. It also helps ensure that services can be scaled, and that any changes to infrastructure are implemented in accordance with requirements. This can help to reduce any potential issues that might arise with a rapid increase of capacity or performance.
To achieve this, you require an established process that establishes reasonable goals and ensures they are constantly reviewed to evaluate their effectiveness. Teams must work together and cooperate to make sure that SLAs are designed with enough flexibility to allow for changes and still meet the promises made to customers.
Be aware that customers may not notice a change until it exceeds their expectations. For instance, if for example, you promise users that their pages will load in 0.1 milliseconds, but they don’t notice the difference until they revisit the site and again, you’ve wasted your time and effort.
SLM is a complex discipline that requires teams to work in close collaboration. OTRS can aid in this by providing infrastructure tools, configuration options and tools to help support the requirements of your service level management process. It’s easy to get started – simply get in touch to find out how our software will fit your specific requirements and begin improving your ITIL process.
http://www.slm-info.org/2020/04/17/service-level-management-slm-benefits