Service Level Management is a process in the ITIL design stage. It focuses on ensuring the agreed-upon service levels are met by monitoring reports, and finding areas to improve. It also ensures that services are scalable and that any changes to infrastructure are implemented in line with the specifications. This helps to avoid any potential issues that may arise due to a rapid increase of capacity or performance.

To achieve this, you need a rock-solid process that sets achievable goals and ensures they are constantly examined to assess their effectiveness. Teams must collaborate and work together to make http://www.slm-info.org/2020/05/07/what-is-slm sure that SLAs are set with the right flexibility to allow for changes while still meeting the promises made to customers.

When setting your SLAs, be aware that visitors won’t necessarily notice an improvement when it’s far beyond their expectations. For instance, if promise users that their pages will load in 0.1 milliseconds, and they don’t notice the difference until they revisit then you’ve wasted their time and your effort.

SLM is a field that requires close collaboration between teams. OTRS offers the infrastructure tools, tools, and configuration options to help you with your processes for managing service levels. Contact us for more information on how our software can assist you improve your ITIL process.